If you are familiar with an engineer by all means contact them directly if you deem it necessary, but if they are busy, unavailable or on-site please follow the following procedures to be dealt with effectively.
If urgent or a priority call :-
Ring 0845 45 01254 and simply hold. This rings all engineers phones enabling any one of us to pickup (unless all lines are currently taken in which case a voicemail system will activate and this will be emailed immediately to all engineers)
Also out-of-hours you may ring the engineers mobile number, if engaged/busy then leave a voice message or text them.
If it is not an urgent call:-
Please email email@example.com with your query wherever possible, otherwise phone as above.
Tips for emails:-
Try to explain your problem clearly. Note any error messages exactly.
Where possible use the "PRINTSCREEN" key (on the top right of most keyboards). This will copy the entire screen, and can then be pasted into a blank word document and attached to the email. This will make your life easier when complex errors are displayed on screen and allow us to solve it much faster. The entire PRINTSCREEN procedure can be found in detail here.