IT support delayed, facilities work average

We engaged Emblem to manage our office facilities and provide IT support for our small business in South London. The facilities management side was acceptable - they handled cleaning, maintenance requests, and general upkeep with reasonable efficiency. However, the IT support portion was disappointing. When we had network issues, it took them over 24 hours to send someone out, despite being told it was an urgent matter. Their technician eventually resolved the problem, but the delay caused significant disruption to our operations. The monthly invoicing was sometimes confusing with unclear itemization of services rendered. When I called to discuss the billing discrepancies, the account manager was polite but not particularly helpful in clarifying the charges. The service works for basic needs, but I expected faster response times for IT emergencies given their marketing promises.