If you are a hosted customer and you are experiencing an outage of your system during these hours, you can contact us on 0207 354 8000 and you'll be directed to our out of hours service.
⚠️ Important: We only support full system outages affecting multiple users out of hours.
Monday – Friday | 07:00 – 08:30 18:00 – 22:00 |
Saturday – Sunday | 07:00 – 22:00 |
Types of issue
Full system outage
This is considered a Priority 1 issue. Ensure to check the following before calling our out of hours number.
The issue affects multiple users: If it's only a single user we'll handle this during our normal business hours.
You've checked connectivity to other systems: Your local IT team have checked that this isn't an issue with your internal network that can cause Mosaic to be unavailable.
Guidance needed
If you're not having a full outage, you may just need guidance. Check out our handy help articles on our help centre, or read through our more comprehensive user guides.
Still need help
If you're still needing assistance on an issue, raise a new case with us and we'll pick it during working hours.