Reach our team whichever way best suits you. Email: support@metaeagle.co.uk Phone: 0330 043 2092 Chat: MetaChatBot

Our default support hours are 0900hrs-1730hrs excluding weekends and Bank Holidays. Of course our support mailbox and MetaBot are always at hand 24/7/365 to log support issues but we try and let our human techs sleep every now and then. Having customers in various sectors including hospitality we understand sometimes there is a need for support out of hours. If required this can be arranged when we tailor your support package at additional cost, to give you access to the out of hours emergency number. Projects or works which require a 'down time window' can be facilitated out of hours at a pre agreed convenient time, once scoped by the account management team.

Yes. We operate an 'all you can eat' model which means if it is on the support contract, it is covered. We do a lot of work behind the scenes to identify patterns, trends and risks (Which we will happily share with you) to try and help reduce the amount of times you require support.

We monitor your entire IT environment proactively to ensure maximum uptime and security. Our monitoring covers three key areas: 1. Performance and Stability During onboarding, we deploy Remote Monitoring and Management (RMM) tooling and network collectors across your systems. This allows us to be aware of performance issues, creating automatic support tickets for us to resolve, often before they impact your business. 2. Security and Threats We use advanced tools to monitor for cyber threats in real-time. This includes isolating threats using behavioural AI and signature recognition to keep your organisation secure. 3. Backups and Recovery Backups are monitored daily to ensure success. We automate Disaster Recovery testing and provide comprehensive backup solutions, including unlimited offsite storage and provisions for onsite storage where required. If you'd like to dive deeper into our technical capabilities, we'd be happy to book a discovery call to geek out with you!

Absolutely. Unlike many Managed IT Service Providers who lock you into fixed device counts until renewal, Meta Eagle offers true flexibility. We believe you should only pay for what you use. You can scale your contract coverage or device count month-on-month in whatever direction your business needs, ensuring your IT investment is always perfectly matched to your current requirements.

We have the 'Professional Services' arm of the business that specialises in delivering I.T Projects such as migrations, upgrades etc. For each project we assign a dedicated and qualified Project Manager. Each project will have a defined start, end and will undergo a detailed 'Scope of Works' (SoW) before commencement. Ad-Hoc break fix for an organisation without a 'Managed Service' contract is not something we encourage. Our priority is our contract customers and for this reason Ad-Hoc work is very disruptive, difficult to plan and scale. Ad-Hoc requests will be considered on a case-by-case basis, be liable to a 'Call Out' fee and an hourly rate. The 'Call-Out' fee will be reimbursed should after the event you decide to become a 'Managed Service' contract customer within 30-Days.