HM Support

Please note all support requests must be initially logged via email in order to raise a ticket number.

Standard and enhanced customer support options available. 

Here When You Need Us

We appreciate that telecoms, WiFi, network infrastructure and IT might not be everyone’s cup of tea. Do you really want the headache of dealing with issues if they arise, or would you like someone else to take away those pains?  

You can contact service providers yourself, however they may not understand your specific situation or on site setup. Is having to throw a six to get started, being on hold for hours or trying explain what has gone wrong really the best use of your time? HM work with and understand our clients. We offer a range of standard and support options covering:

Internet connectivity – Network Infrastructure – WiFi – Telephone Systems – Billing & more…

We provide free basic support for our customers. 


By emailing support@hm-network.com this will automatically raise a ticket, and a member of the team will get back to you within our standard 48 hour SLA, don’t worry, our leased line customers and support plan customer are automatically escalated and issues acted on straight away.


If you require a more urgent response, please get in touch. We have various levels of enhanced support as noted below.



How can we help?


Having a support plan is similar to having breakdown cover or roadside assistance for your car. If you break down you may not be able to continue on your journey until the problem is resolved: 

IT, Telephony & Network support is very similar.

If your business connectivity is mission critical what would downtime actually cost you? Frustration? Lost Productivity? Poor Customer Experience? Financial Loss?

Using our proactive monitoring and support services, we can diagnose and address problems quickly should anything occur

Tech Pain Relief

 Having a company that knows your systems and infrastructure, who can help diagnose problems in a timely manner is essential. Often issues can be resolved remotely which can mean less cost, less pain and less downtime if things do go wrong. 

We can provide various levels of cover from standard business hours to 24/365 hr cover if that is what you need.

In addition we offer consultation services. With network optimisation and preventative measures we can help you work smarter and reduce risk of problems arising in the first place.

Enhanced SupporT

Ad-Hoc Support

If you need support for an issue or a project, we can provide ad hoc support on a “time related charge” basis (min 3 hours charge will apply). 

If you have a number of issues to address, they could be bundled in together to make best use of the time and charge.

Remote support during normal business hours 9-5 Monday to Friday charged at £87 p/hr +VAT. Out of hours, weekends, bank holidays £130 p/h + VAT. On site ad-hoc support may incur an additional call out fee + time and distance related charges. 

Please contact us for further details.

Bespoke Plans

Every business is different. We can offer a range of annual or ticket based plans determined by the level of support you need, what for, and when you need it. We can tailor a plan or retainer that is right for your business.

Need a chat? 

10 - 50 user
Service Desk Plan

This plan is ideal for businesses who do not have their own dedicated IT team. Unlimited 1st, 2nd and 3rd line remote support for Microsoft products, desktops, laptops, servers and network peripherals. 

 Ask about our fixed price Service Desk plan.

Assess & Prevent

Substandard cabling and equipment can cause all sorts of network issues. Having a professionally installed, well documented and proactively monitored network can save an awful lot of time should anything ever go wrong. Factoring in resilience is always wise too. Ask about our network assessment and preventative maintenance services.

Cloud Voice

Looking to implement Cloud Voice? Got Cloud Voice and it want to get it to work harder for you? We are an authorised BT partner trained in the configuration, provision, and support of the platform plus optional extras such as Cloud Voice Analytics and training.

We help our clients get more from their investment and can help as part of our initial deployment, on a support plan or ad hoc project. Options include offsite phone build, soft phone user setup, portal setup, on-site deployment  and more. Please ask if you’d like a quote. 

Billing Support

Billing can sometimes be confusing. BT’s online billing platform provides up to date information which can be drilled into to provide much more granular detail than paper bills, and is better for the environment too.

We offer our customers an additional layer of support to help you make sense of things. We can raise queries for you should the need arise and to make sure things are being billed correctly. 

We include this or the first 12 months of your service as standard, with the option to extend this support if needed as part of a managed support contract or ad hoc rates.


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0333 344 4190

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