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Hello and welcome to the LAN Support family – we’re thrilled to have you on board!

Read this information carefully and bookmark it for reference. Whether you are the primary contact at your organisation or a subscriber, this information will be relevant and useful for you to get familiarised with your new technological environment.

Standard opening hours: 08:00 - 18:00 Mon - Fri

Extended hours technical support is available in some IT service plans, available 8:00 – 22:00 Mon – Fri and 10:00 – 17:00 Sat & Sun.

Call 033-334-41090 for the extended hours helpdesk.

Wednesday is update day. Please leave your computers on and plugged in, our technical team will perform your updates around 19:00. You will receive notifications to remind you to do

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The LAN Support week

Standard opening hours: 08:00 - 18:00 Mon - Fri

Extended hours technical support is available in some IT service plans, available 8:00 – 22:00 Mon – Fri and 10:00 – 17:00 Sat & Sun.

Call 033-334-41090 for the extended hours helpdesk.

Wednesday is update day. Please leave your computers on and plugged in, our technical team will perform your updates around 19:00. You will receive notifications to remind you to do

How to contact us


What can I contact the IT helpdesk about?

If you have any concerns, problems or issues relating to cyber security or your IT systems, our IT helpdesk will be happy to help.

If you have lost a device or you have any cyber security concerns, please contact the IT helpdesk team ASAP who will take quick action to secure your company data.

For the fastest response time, we recommend you call us: 01483 413360 ext.1

When should I contact my account manager?

If your question or request is about your account, anything from consumption reports to reporting starters, movers or leavers, you should get in touch with your account manager. If you are going abroad, it’s a good idea to drop us an email to let us know, because your logins may look suspicious and alert our security team!

Also choose this option if you’re not sure who you should talk to. 01483 413360 ext.3


LAN Support: (01483) 413360


  1. Technical support – Get help with a technical issue
  2. Sales – Speak to a member of the sales team
  3. Account managers – Speak to your account manager
  4. Payments – Make a payment over the phone
  5. Other – For anything else, this is the option to choose

Extended hrs: 0333 344 109

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Logging an IT support ticket

Step 1

Call us on 01483 413360 and choose extension 1, or email us at helpdesk@lansupport.co.uk to explain the technical issue that you're having. A support ticket will be created and you'll receive an email with the details.

Step 2

We usually resolve the issue while you're on the line, but if the issue is harder to resolve, the ticket will be escalated to a senior technician and mav require an on-site visit.

Step 3

Sometimes we keep working on the issue after you end the call. In this case we'll be in touch once it's resolved and check if there is anything else you need help with.

Step 4

If our technical team are all busy when you call, you'll speak to another member of the team who will make sure the next available technician contacts you ASAP.

Step 5

Once the issue is resolved, you'll receive a satisfaction survey to make sure you are 100% happy with the service. Job Complete!.

Cybersecuring monitoring

In addition to a range of cybersecurity tools, our cybersecurity team proactively manages your cyber security.

If you will be logging in from abroad, please inform us first or you may be unable to access your data!

Set a strong password

Creating a strong password is an essential step in securing your online accounts.

  • Here are some tips to help you make your passwords more secure:
  • Use a strong password. It should be at least 12 characters long and include a combination of uppercase letters, lowercase letters, numbers, and symbols.
  • Avoid using words that can be found in a dictionary or the name of a person, character, product, or an organisation.
  • Use a unique password for each website to prevent credential stuffing attacks.
  • Consider using a password manager, a great free option is KeePassC Password Manager. It can generate and store strong passwords securely, so you don’t have to remember them or write them down.
  • Once you’ve created a strong password, make sure to keep it secure by not sharing it with anyone, not writing it down and leaving it somewhere unattended, and by changing it immediately on accounts you suspect may have been compromised.
  • We strongly advise using multi-factor authentication (MFA) where available.

A weak password is like an unlocked door to your organisation’s data to a hacker.

The table below shows approximately how long a hacker using an unsophisticated brute force attack would take using an average laptop to crack.

Egnyte - your new cloud file server

A cloud file server is a type of remote server that allows you to store, share, and access files over the internet. Think of it as a virtial hard drive that vou can access from anywhere with an internet connection. You can use it to store all kinds of files, like documents, photos, and videos, and share them with others. It's like having Dropbox or Google Drive that you can access from any device. Cloud file servers are also secure, so you don't have to worry about losing your files if your computer crashes or gets stolen. In File Explorer it looks like an ordinary hard drive and you can use it in a similar way.
You can access your files from File Explorer, but to change settings or use more advanced features you'll need to log into your portal at -your domains.egnyte.com. Alternatively, if you are an admin or power user, you could use the desktop app which can be downloaded here.
Web Browser: When viewing a folder, you want your files to be uploaded to, you can drag and drop files into the open web browser window or click the Upload button to choose files from your computer. Desktop App: Copy and paste or drag and drop files from a local folder to an Egnyte folder. You can also save new files directly to Egnyte via the Desktop App. Mobile App: Navigate to the folder you want to add content to and select the + Create or upload option.
Power Users have a Private folder which is ideal for personal documents like performance assessments and other documents that would not be shared with other employees. Each folder is named after the user to whom it belongs. Within their Private folder, each Power User can create a personal sub-folder structure.
You may not have been given permission to access some sub-folders within the Shared folder. There are different levels of control over the files contained in the folder structure to protect against file deletions and other unauthorised modifications. tenyle provides the ability to assin muluple unique access levels 1o folders: View-Only, Viewer, Editor, Full and Owner. You can learn more about folder permissions and the difference access levels here.
Some permission levels do not allow the editing or deletion of files as part of the permission control features of Egnyte. What's the best way to send a file to co-workers or people outside of the company, like clients?
Admins and Power Users can select "Share link" to quickly share copies of files or entire folders with someone inside or outside of the organisation. Sharing a link is easier than emailing an attachment, because you don't have to worry about the low file-size limits that many email systems impose, and the recipient will always be able to see the most recent version of the file. You can also copy a file link and post it in social media, embed it in a document, or display it on a webpage. Links can be created from the Web UI, Desktop App, and the Mobile App with ease.
Each file and folder has its own Direct Link, which you can send to collaborators to point them to the current version of the file in Egnyte. Think of Direct Links like folder paths on your computer. (Note: The recipient must have permission to access the file in Egnyte)
If someone is trying to send you files, consider providing them with an "Upload link." Choose "Request files from others" to collect files from outside collaborators. Upload links give the recipients a portal to add files to the Egnyte folder of your choice without giving them access to your Egnyte account.
No, a Share link only gives the recipient the ability to view and/or download the specific file or folder you share. They cannot see or edit any other content within the account, so when you want to share a few files with an external collaborator. use a file or folder link. Share links are more secure than emailing an attachment and the recipient does not have to be an Egnyte user.
If you opened the file from Egnyte, you can continue to "Save" changes as you've always done. When creating a new document, select "Save As" and choose the appropriate folder inside the drive mapped to Egnyte.
Anyone with access to the same file in Egnyte can collaborate by adding messages and @mention colleagues in the Comments pane of the file. Send a Direct Link to a colleague when you want them to see what you see. If you need someone to take action on a file by a certain time, such as review or approve a file, use Workflows to assign tasks associated with the files. Workflows can have due dates and you can choose the Egnyte user you're assigning the task to. In a workflow you can also create multiple tasks and assign different user to each step.
This will depend on the file type. For most files, by default, when the file is opened it is automatically locked in Egnyte. This prevents conflicting edits if one user has a file open. Other users can still preview the file when locked. However, files associated with programs that allow for Co-editing are the exception. Egnyte supports the Co-editing of Microsoft Word, PowerPoint, and Excel files, as well as Google based files. An Egnyte user will be able to start Co-editing sessions which other Egnyte users will be able to join. (Note: Co-editing must be enabled in Egnyte by the Egnyte Administrators of your domain)
The content you're viewing is in the cloud. When you open a file for editing, space will be used on your computer temporarily and the space is freed up when you close the file. If you sync a folder for offline access the contents of the folder will be stored locally on your computer so you can access and edit them offline. What happens if I'm working offline, and someone changes a file I'm working on before I am online again? When a user syncs a folder for offline access and makes changes to a file while offline, their updates sync to the cloud automatically once they are back online However, if another user makes changes to the same file before the original user has been able to sync their changes, a "Conflict Copy" of the file will be saved separately when the offline user re-establishes an internet connection. The Conflict Detection flow notifies the user that a conflict was detected with the file they'd been working on. The user will receive an email specifying the name of the original file, whose changes are conflicting with theirs, and the conflict copy so they can manually go through an apply their changes without overwriting the changes made by the other user.
User permission can be managed at the folder level by Admins or Power Users with make all changes to files but til dant them do he ale to cowheres, he able to individual can be granted "Viewer" or 'View Only" permissions to the folder in question.
To ensure that a user cannot access a folder, you simply need to manage the folder permissions. If the user is not included in a group with permission to access, or granted access as an individual user, they will not have visibility to the folder. Remember, only Admins and Power Users with "Owner" level permission to a folder can edit folder permissions.
Egnyte University: Find online tutorials, quick tip videos, and instructor-led webinars.

uSecure - your new cybersecurity mentor

Training that adapts to you

Your IT plan may come with personally-tailored cybersecurity training.

If it’s included in your plan, you’ll soon receive an email inviting you to complete a GAP analysis, so the program can understand your strengths and weaknesses.

You’ll then receive another email once it’s time to study.

It will adapt over time to your study schedule, you’ll see your progress, and you’ll gain certificates along the way.


Assess your existing cyber risk areas through a quick 15-minute gap analysis assessment.


Strengthen resilience with tailored training programs that prioritise courses to tackle each users' high risk areas first.


Understand ongoing human risk and measure the impact of the training through real-time reporting.


Showcase your human risk and data protection efforts in audits and demonstrate compliance standards.

Watch out for our phishing simulation emails!

Phishing is a tactic employed by cyber criminals to steal your data by tricking you into clicking malicious links.

Our simulations are designed to give you practical experience in identifying phishing attempts with a realistic simulation.

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Hardware procurement


LAN Support can save you time and money when procuring new hardware.

For anything from a new mouse to computers, switches, and even large or specialised equipment, simply speak to your account manager who will arrange a professional end-to-end procurement service with access to all of the biggest brands.

How to care for your laptop

Regular updates are essential for your laptop's health. We perform updates on working order and your systems, but some reduces the risk of laptops require you to damage perform updates when prompted

Keep your laptop clean and away from fluids! This keeps it in good working order and reduces the risk of damage

Preserve your battery life by avoiding extreme temperatures. If you hardware gets hot, we can help before it causes lasting damage

Store in safe locations. Make sure not to leave your equipment unattended in public places

Use a high quality laptop case that fits your laptop well. This protects it from damage while away from the office

Always follow your organisations IT policies. Thep thecompany date secure, and provide clarity and guidance if something goes wrong

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