Welcome to Kascade Recover
Congratulations! You’re now a Kascade Recover client! We’re absolutely thrilled to be supporting you. This page is your go-to source for all things Kascade Recover, 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 Recover, you’ve gained access to a fully-managed, reliable disaster recovery solution. From scheduled DR failover tests to annual service reviews, detailed reporting, and responsive support, we’re here to have your back every step of the way!
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 03448330601 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.
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 Priority: Critical system failure, Invocation of DR due to an unplanned event, replication ceased. |
| P2 | High Priority: Minor issue affecting non-critical functionality, RTO/ RPO is impacted, but Failover is possible. |
| P3 | Low Priority: Change requests to service such as adding or removing VM’s from the service. |
| P4 | Routine Service Requests or MinorLow Priority: Upgrades to underlying system components |
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.