FAQ & Tips

Opening hours

We are here to help.

  • The Keystep Support desk is open Monday to Sunday 8am to 8.00pm.

  • You can contact the helpdesk by email helpdesk@keystep.co.uk

Support Response times

When you create a ticket with us it is assigned to a 1st line technician and given a priority of 'Medium'. We aim to get back to you within 4 working hours for medium priority tickets.

  • Low - 8 working hours (New user requests, leavers, hardware requests, software updates, software installs)

  • Medium (default) 4 working hours (Fault or issue affecting a single guest)

  • High - 2 working hours (Critical fault or issue affecting multiple guests)

  • Urgent - 1 hour (whole site / system down)