Find answers, guides, and support resources. Search below or browse by category to get the help you need.
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Getting Started
New to Verasura’s services? Find out how to get set up, who to contact, and what to expect from your IT support.
Onboarding & setup guidesIT Support
Troubleshoot common issues, raise a support request, understand response times, and find out how our helpdesk works.
Support processes & troubleshootingMicrosoft 365
Guides and tips for getting more from Microsoft 365 — including Teams, Outlook, SharePoint, OneDrive, and Intune.
M365 tips & configuration guidesCybersecurity
Best practice guides, password security, phishing awareness, and how to report a suspected security incident to our team.
Security guides & incident reportingCloud Services
Resources for managing your cloud environment, accessing cloud-hosted applications, and understanding your cloud setup.
Cloud access & management guidesNetworks & Connectivity
Help with Wi-Fi, VPN access, remote working setup, and troubleshooting connectivity issues across your organisation.
Network & remote access guidesFrequently Asked Questions
How do I raise a support ticket with Verasura?
You can raise a support ticket by emailing info@verasura.com or by using the contact form on our Contact page. Please include a brief description of the issue, the device or system affected, and your name and company. A member of our team will respond in line with your SLA.
What are your support hours?
Our standard support hours are Monday to Friday, 8am–6pm (GMT/BST). Out-of-hours and 24/7 support options are available as part of enhanced SLA agreements. Please speak to your account manager if you need extended coverage.
How quickly will you respond to a support request?
Response times depend on the priority level of your request and your SLA agreement. Critical issues affecting business operations are prioritised for immediate response. Standard requests are typically acknowledged within 2–4 hours during business hours.
How do I report a suspected phishing email or security incident?
If you receive a suspicious email, do not click any links or open attachments. Forward it to info@verasura.com with the subject line “Suspected Phishing”. If you believe a security incident has occurred, contact us immediately by phone so we can respond quickly.
Can I get remote support without an engineer visiting?
Yes. The majority of IT support issues can be resolved remotely. Our team uses secure remote access tools to connect to your device with your permission and resolve issues without requiring an on-site visit. On-site support is available where remote resolution is not possible.
How do I set up Multi-Factor Authentication (MFA) on my account?
MFA setup depends on your organisation’s configuration. For Microsoft 365, you can set up MFA by visiting aka.ms/mfasetup and following the prompts to register your authentication method. If you need assistance, raise a support request and our team will guide you through the process.