How do I get help?
Raise a support ticket by either of the following:
|By support site||
|By phone (during working hours)||
Why can I not contact your engineers directly?
To serve you better and to ensure a member of our team is there to support you, all requests must be routed through the helpdesk because:
- We plan support delivery and assess the impact of each change request.
- Issues are tracked and cross-referenced to any other known issues.
- We support many customers and our engineers are assigned daily in advance on a strict schedule.
- Trying to contact an engineer directly when they are on leave or busy with another assignment will result in avoidable delays.
What if I need immediate support?
We will always respond within the specified time of your service agreement, however please note that we work through a queue of requests on a priority basis where customers with higher service agreement levels will be processed first.
If you need a guaranteed response time faster than your current agreed service level, please contact us for pricing so we can allocate additional resources for you or a full time engineer if required.
How do I obtain support out of hours?
Contact us with 48 working hours notice to get a quote for guaranteed out of hours support.
Please note that as we need to plan in advance, we are unable to offer out of hours support without a formal support agreement in place.
I dont want a support contract, can you still help me?
We prioritise our contracted customers over ad-hoc call outs, and without any contractual commitment in place we cannot guarantee our response time.
If your business requires guaranteed response in an emergency and would like to reduce risk with the benfits of preventative maintenance, you may want to consider a support contract.