Support
Our products come with maintenance and support contracts
Your support model, built around your business
When you partner with Focus, you get a structured three-tier support model designed to resolve issues fast and keep your platform running at 99.5% availability.
How it works: You handle 1st line support, your team responds directly to your users, diagnoses issues, and recreates them before logging with us. Our 2nd line Focus Support Team (Service Analysts and Technical Analysts) manages end-to-end incident, problem, and change management. For anything that needs deeper investigation, our 3rd line Advanced Experts — Product Owners and Architects — step in.
Standard hours: 08:00–18:00 GMT, Monday to Friday (excluding UK public and bank holidays). SLA response times are priority-based, from P1 critical incidents through to P4 low-priority requests.
This is not a helpdesk bolted on as an afterthought. It is an engineered support operation with defined escalation paths, proactive monitoring, and a 24/7/365 Security Operations Centre watching for threats around the clock.
How we support you
Contact our support team
If you are an existing customer, our support team is available during standard hours: 08:00–18:00 GMT, Monday to Friday (excluding UK public and bank holidays).
- Support email: support@focusadvice.tech
- Customer Portal: Log incidents, service requests, and change requests with full tracking
- Switchboard: 01926 468300
For sales or general enquiries, visit our contact page.
