Support - Contact & Request Support
BEFORE YOU CONTACT US:
1) Is the answer to your query contained within our Frequently Asked Questions? [ view ]
2) Can you complete the support request yourself using our Online Forms? [ view ]
HOW TO REACH OUR SUPPORT TEAM:
The type of support you are entitled to varies depending on your contract with us. If you're not sure what type of Contract you have, click here for more information on how to check.
| Standard | Premium | Fast-Track | |
| Online | Online Support |
Online Support Form (1-2 mins) |
Buy Fast Track |
| Phone: | Call: 0845 003 8111 |
Call: 0845 003 8113 |
Fast Track cannot be purchased over the phone |
| Security: | Account Password or Named Contact Required at all times to raise a request | ||
What type of Support do I have?
You typically have a Premium Support Service from us if:
- We manage your I.T. Services (e.g. provide Technical Support Services for your companies computers)
- You have purchased a "Premium Support Package" separately or as an upgrade (and this is invoiced to you)
- You have a "Pre-Paid Technical Support" Package
- You have a custom helpdesk service from us
- You have an "Extended Hours" Support Service - this is normally an upgrade to Premium Support
If you do NOT have a Premium Support Plan:
We recommend you open an incident with us by completing the online "Support Request Form" - this will only take a minute or so, and will allow you to quickly log your incident with us, so that an engineer can assist you. We typically respond within 2-4 hours, between 9am and 5pm, Monday to Friday. Please note that we can only discuss issues with authorised, registered contacts for our mutual protection, and these are checked before we respond. You can also call 0845 003 8111, although we ask that you first open a case online before contacting us by phone. At busy times, you may have to wait for an engineer to become available, or may be asked to call back.
If you do have a Premium Support Service:
If you have a Premium Support Service, then you would normally contact your Internal I.T. Contact in the first instance. To log a call with us, you can either log your support incident with us online, or alternatively call 0845 003 8113, between 9am and 5pm, Monday to Friday. You must be a registered, authorised contact for us to discuss any aspect of the account including Support or hold a password (depending on your account type).
Still not sure?
Just call Customer Services on 0845 003 8114 and we'll be happy to check your account.
Further Reading:
> Fast Track
your Support Request
> Frequently Asked Questions for Common Issues
> Support: Home
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