Everyday IT support
Laptop, account, email, browser, Microsoft 365, Google Workspace, and access questions.
- Managed laptop issues
- Email and productivity questions
- Account or browser access
Client support for the devices, users, and access that keep work moving.
Support routes
What your support covers
Use this quick guide to choose the right route and send the right context first time, with clear boundaries before a support request becomes project work.
Remote-first
Practical help for managed users and devices.
Documented trail
Access and security changes stay reviewable.
Impact-led
Urgency is judged by business effect.
Joiners and leavers
New starter setup, access changes, device returns, and leaver completion checks.
- New starter access
- Leaver offboarding
- Role or permission changes
Security and Cyber Essentials
Patch visibility, device hygiene, Cyber Essentials readiness, and security review evidence.
- Patch or device hygiene checks
- Cyber Essentials evidence
- Security setting reviews
Service records
Package questions, service notes, report follow-ups (Secure Support and Secure Complete), and documentation updates.
- Monthly report follow-ups
- Service note updates
- Package or scope questions
Normally covered
Standard remote user, device, access, productivity, and service-record questions inside the agreed package.
Scoped separately
Migrations, bulk rollout work, major cleanups, out-of-hours support, or specialist supplier coordination.
Not provided onsite
Cabling, physical installations, hardware repair, and onsite visits sit outside the remote Kindura model.
Before sending a request
Three details make support faster and safer.
01
Who + device
Affected user, device label, and business impact.
02
No secrets
Never send passwords, recovery codes, cards, or private keys.
03
Urgent in subject
Use for access, security, or business-stopping issues.
How requests are triaged
We prioritise by business impact first, then deadline. Response targets and any formal SLA are confirmed in your agreed support terms.
Urgent
A user cannot work, or security is at risk
Use this when access is blocked, a key service is down, a managed device is unusable, or a security concern needs quick review. Mark the email subject Urgent and include the affected user, device, and business impact.
Reviewed first during UK business hours. Out-of-hours emergency work is separate and subject to availability.
Important
A deadline, access change, or team impact is clear
Use this for joiners, leavers, permission changes, device problems, or support work that has a date attached. Add the deadline, approver, affected users, and impact so it can be queued correctly.
Prioritised by business impact and due date after urgent work.
Routine
Planned changes, questions, and follow-ups
Use this for report questions, documentation updates, package queries, non-urgent support, and planned access changes. Good context helps us handle it without back-and-forth.
Handled in the normal support queue. Exact response targets follow your agreed support terms.
New to Kindura?
Start with a setup call so we can confirm users, devices, support needs, and the right package before any portal access is issued.