HelpDesk & Support Services
Help and Advice on our HelpDesk Services
Q. What is the difference between Standard and Premium Support?
Premium Support is an additional service available to customers with certain types of product from us. A premium agreement entitles customers to faster responses, more comprehensive options for contacting us, and extended hours of support. In addition Premium Contracts can support 24/7 Critical Service support and other enhanced options.
Q. What is the typical response time for Standard Customers?
Our typical response times are within 2-4 hours. This isn't a guaranteed response time, but our indication of typical response times for most queries. Often responses will be faster than this, but can occasionally be slower for complex queries or at peak times.
Q. What is the typical response time for Premium Customers?
For premium customers, our typical response times are 1-3 hours, and we always try to meet those response times. As with Standard support, we cannot guarantee the response times quoted, but typically meet them., with most queries answered in less time than quoted. Premium Customers can purchase SLA Backed support options which provide guaranteed response times.
Q. What are the support hours?
Our Support Teams are available between 9am and 5pm, Monday to Friday by E-Mail and Phone. Customers with Premium Agreements who've purchased Extended Hours support can be supported up to 24/7/365. Please contact Customer Services for more information.
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