Connect. Secure. Manage.
Out-of-Hours Network Support
Arrange Cisco and Meraki support outside normal working hours, with agreed coverage, escalation contacts and access procedures before work begins.
Devices supported
across the UK
Client locations
supported
Traffic handled
at peak time
Average
response time
Average response is not a resolution time or a contractual guarantee. Support scope and response commitments are agreed for each engagement.
Out-of-hours network support provides a planned route for Cisco and Meraki assistance when your business cannot wait for the next working day. The useful service is not simply a telephone number: it is an agreed combination of coverage hours, escalation, access and engineering responsibility. MCI helps define that arrangement around the systems and business activities that genuinely need it.
Some organisations need support for evening trading or overnight operations. Others need an engineer available during a particular maintenance window. These are different requirements, and they should not be sold under an identical promise without explaining what is included.
A clear requirement
Turn the business need into a practical network scope with visible dependencies.
A controlled delivery
Plan implementation, testing and rollback before production changes begin.
A supportable result
Leave useful records, ownership and escalation routes behind.
Decide which hours and events need coverage
Start with your operating timetable and the impact of losing connectivity outside normal office hours. Critical applications, external counterparties and sites in different time zones can change the requirement even when most staff work a standard day.
We distinguish incident response from planned change support. A scheduled upgrade may need a reserved engineer and a clear test plan, while an unexpected outage requires an escalation and incident-handling process.
Coverage should name the relevant time zone, days and treatment of public holidays. Phrases such as extended support or always available are not enough to establish a usable service commitment.
Standards & partnerships
Confidence in the team behind your network.
Cisco Partner
Cisco Meraki
Cyber Essentials
Cyber Essentials PlusMCI Network Services is operated by Proxar Ltd. Certifications apply to the certified legal entity and the scope of its certificates. View accreditation information
Define what happens when you make contact
The agreement should explain how an incident is raised, who is authorised to raise it and how priority is determined. Business impact is a better basis for escalation than allowing every alert to carry the same urgency.
Acknowledgement, engineering engagement and service restoration are separate milestones. A target for one should not be presented as a guarantee of another, particularly where recovery depends on a circuit provider, replacement equipment or application owner.
We also agree the communication route and update responsibilities. An engineer working on the technical problem should not leave the wider organisation guessing whether the incident is still being investigated.
A useful starting point
Tell us what is happening.
A short description of the problem is enough for an initial discussion.
Prepare access and contacts in advance
Out-of-hours assistance depends on access that remains usable when the main service is impaired. Authorisation, remote connectivity and any console or local attendance requirements should be reviewed before the coverage period begins.
The contact list should include the people who can approve changes and the relevant third-party escalation routes. It is difficult to restore a service safely if the only person able to authorise action cannot be reached.
We establish how credentials and sensitive records will be handled through approved systems. A last-minute request to email passwords is not an acceptable substitute for a prepared support arrangement.
Different environments. The same care.
Built around the work
your network supports.
Finance, banking and the wider private sector. We start with the systems and people that depend on your connections.
Finance & banking
Market-data paths, routing and provider coordination on clients’ behalf.
Financial-market services ↗Offices & multi-site teams
Reliable access between people, workplaces and business applications.
Office network design ↗Data centres & cloud
Network boundaries, workload connections and operational ownership.
Data centre networks ↗Keep planned maintenance separate from incident cover
A maintenance window has a known purpose and a planned sequence. The support requirement may include pre-change checks, implementation assistance, validation and an agreed period of observation afterwards.
Incident cover, by contrast, responds to an unplanned event within the contracted scope. Reserved implementation work should not silently consume or displace the resources expected to handle that incident.
For significant migrations, cutover and rollback planning helps define the decision points. We confirm the actual engineering coverage needed rather than assume an ordinary support agreement includes unlimited overnight project work.
Review the service against real use
After the arrangement is in operation, incident patterns can show whether the coverage matches the business need. Frequent calls about the same weakness may justify a design improvement rather than a permanently larger support allowance.
The service should also be revisited when sites, applications or operating hours change. A support model designed around one office may not fit a business that has added international teams or more demanding external connections.
MCI’s Cisco and Meraki network services can combine planned work and ongoing support where each responsibility is clear. Discuss your timetable and critical services through our enquiry page so the proposed coverage is based on real operational needs.
Out-of-hours support questions
Is this automatically a 24/7 service?
No. Coverage is whatever is explicitly agreed. A defined evening window, weekend maintenance engagement and continuous incident service are different commitments. The proposal should state which model is being offered and any prerequisites or exclusions.
Can we arrange support for one maintenance window?
A specific engagement can be considered, subject to availability and sufficient preparation. We need the scope, timings, environment information and decision authority. Reserving an engineer is not the same as approving an unreviewed production change.
Does monitoring mean someone will fix every alert?
Not by itself. Monitoring, alert review and engineering intervention need separate definition. The agreement should identify which events trigger action and what response is included, rather than leave that distinction to be discovered during an outage.
Can an existing business-hours customer call outside its contract?
Additional assistance may be considered, but it is not guaranteed by the business-hours arrangement. The accepted escalation process and commercial terms apply. Planning additional coverage in advance gives both teams a much clearer basis for responding.
Talk to a specialist
Need a specialist view?
Tell us what is affected, what changed and what your team has already checked. A short outline is enough to start.
+44 203 196 6566Choose option 1
sales@proxar.co.ukUK-wide service.
Most of our engineers are based in Kent, with a focus on London, Sussex, Essex and Berkshire.
Existing customers should use their agreed support and escalation channels. This form is for service enquiries, not a monitored emergency ticket.
Tell us what you need.
A short outline is enough. Please do not include passwords or sensitive network details.
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