Welcome to Kascade Complete

Congratulations! You’re now a valued client of Kascade Complete, and 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 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

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.