Welcome to Kascade Backup

Congratulations! You’re now signed up to Kascade Backup, and we’re very excited to be supporting you. This page is your all-in-one hub for all things Kascade Backup M365, packed with everything you need to know about your service, our team, and important details like terms and conditions and service level expectations.

With Kascade Backup, you now have a backup service that means your days of worrying about accidental deletion or looming threats are gone. From continuous monitoring, management and troubleshooting support, we have you covered.

Meet the team

We want you to think of us as an extension of your internal team, so meet the team who will have your back every step of the way!

Your management team

Ben Price

Head of Professional Services

Jack Harvard

Service Delivery Manager

Dan Grimes

Infrastructure Support Manager

Emrys Stockwin

User Support Manager

Your infrastructure support team

Josh Edwards

Senior Infrastructure Engineer

Kieron OConnor

Senior Infrastructure Engineer

Ashley Mundy

Infrastructure Engineer

Your user support team

Amy Clare

IT Support Engineer

Finley Truran

IT Support Engineer

Jerry Morala

IT Support Engineer

Lanre Taiwo

IT Support Engineer

Lewis Jones

IT Support Engineer

How to raise a ticket

If you ever need to raise a ticket for a support request, rest assured, we’ve got you covered with a range of options, allowing you to choose the method that suits you best.

Logging a ticket on the portal

To submit a ticket through our portal, simply log in to the portal here: kascade.support. Once there, you can submit a new ticket, and you’ll receive a reference number once it’s been successfully submitted.

Logging a ticket by telephone

To raise a ticket over the phone, simply dial our helpdesk at 03448230601 during our working hours* to connect directly with our team. One of our engineers will promptly log your ticket and provide you with a reference number.

Logging a ticket via email

Send an email to our team at support@kascade.co.uk, and a ticket is automatically generated for you. Look out for an email containing your reference number.

*Our working hours are from 8 am to 6 pm, Monday to Friday. If our engineers are busy or it’s outside of our regular office hours, you can leave a voicemail, and a ticket will be automatically generated based on your message.

We LOVE feedback!

At Kascade, we’re all about embracing feedback! It’s crucial for us because it helps us enhance our service. After our team has assisted you with a ticket, keep an eye out for a follow-up email. This is your golden opportunity to tell us everything—the good, the bad, and everything in between. We share your feedback across our team, not just to refine our services but also to give a well-deserved pat on the back to our team members.

Service levels

While we will always endeavour to get an answer to your question or solve your issue as soon as possible, our Service Level Agreement (SLA) lays out the exact timelines you can expect once you’ve raised a ticket with us.

Below, you’ll find our priority definitions – this is how our crack team of engineers prioritise service requests.

Priority Definition
P1Critical Service Disruption Affecting Business Operations
P2High-Priority Service Issue with Significant Impact
P3General Service Disruption with Limited Impact
P4Routine Service Requests or Minor Issues

Below, you’ll find the timescales we aim to hit at each stage of your service request.

StageP1P2P3P4
Initial prioritisation and classification1 hour1 hour1 hour1 hour
First contact by an engineer (best effort)1 hour2 hours 4 hours 8 hours
Fix/Resolution4 hours1 business day3 business days5 business days

Terms

If you ever need to brush up on the nitty-gritty details of your contract, you’ll find all the official info you need right here.