Welcome to Kascade Complete
Congratulations! You’re now a valued client of Kascade Complete. We’re absolutely thrilled to have you with us. We can’t wait to support your business and make your IT experience truly exceptional. This page is your ultimate guide to Kascade Complete, packed with everything you need to know about our team, how to raise a ticket, and important details like terms and conditions and service level expectations.
Kascade Complete isn’t just your average IT service. We’re your entire IT team rolled into one seamless package. Picture us as your Chief Technology Officer, peering into the future and offering insights on how IT can revolutionise your business. We’re also your trusty user support squad, ready to tackle your challenges and squash pesky tech issues.
Meet your 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!
Henry Portch
Operations Manager
Ben Price
Head of Professional Services
Josh Edwards
Senior Infrastructure Engineer
Kieron OConnor
Senior Infrastructure Engineer
Ashley Mundy
Infrastructure Engineer
Amy Clare
IT Support Engineer
Finley Truran
IT Support Engineer
Jerry Morala
IT Support Engineer
Lanre Taiwo
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: https://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 assist@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.
If you have any other feedback, please feel free to email us anytime at customerexcellence@kascade.co.uk.
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 |
|---|---|
| P1 | Critical Service Disruption Affecting Business Operations |
| P2 | High-Priority Service Issue with Significant Impact |
| P3 | General Service Disruption with Limited Impact |
| P4 | Routine Service Requests or Minor Issues |
Below, you’ll find the timescales we aim to hit at each stage of your service request.
| Stage | P1 | P2 | P3 | P4 |
|---|---|---|---|---|
| Initial prioritisation and classification | 1 hour | 1 hour | 1 hour | 1 hour |
| First contact by an engineer (best effort) | 1 hour | 2 hours | 4 hours | 8 hours |
| Fix/Resolution | 4 hours | 1 business day | 3 business days | 5 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.