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.

Q. What is an Incident Number?

Incident numbers are unique reference numbers given to you once you raise a request with us. They're used to ensure we can quickly find your case. When you first open a case by phone, you'll receive an incident number from the person who answers your call as they log it. If you e-mail us or use our online support form, your incident number will be sent as a reply to your submission (within a few minutes). The incident number can be found at the end of each e-mail in your support case, and will look something like this [35121:12123] - the first 5 or 6 digits (all before the colon) are your incident number - so in this example"35121". You can ignore the second number entirely (it's just a unique message ID).

Q. What is my Account Password?

We secure your account with us using either a limited list of named contacts, a password, or sometimes both. When raising a support request, if your account has a password set, you'll need to provide it before your call can be logged. If you don't, we'll contact you to request it, or reject your support case to ensure our mutual protection. Not all accounts have passwords set. You may also have a "Personal" Password set for you as an individual which we may ask for when on the phone to us. Passwords used here are not the same as those you may have for services such as E-Mail or FTP.

Q. Can I call you for Technical Support?

Yes. The telephone number for support depends on your contract type. Full details are provided here.

Q. I have an Extended Hours, or 24/7 Support Agreement, what number do I call?

During normal office hours, you would call your usual Support Number (in most cases this will be our Premium Support agreement number (see here). However, outside office hours, you would need to call a dedicated number applicable to your account. Further details can be found in your Customer Welcome Pack or by contacting Customer Services.

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