Knowledgebase & FAQs

Knowledgebase and FAQs

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HelpDesk & Support Services
Information and Guidance on how to reach our HelpDesk and how the service works

Can someone else call / email you for support on my behalf?

For all support requests we require that the person raising the request is a named contact, or for more generic requests (for instance an email account not working) that we can identify them as part of your organisation. This ensures that only authorised people from your organisation can make changes to your setup, which in some cases could have significantly negative effects if done wrongly.

In some cases you may have a 3rd party who needs to speak to us for you, for instance a web site developer or your local IT support person. There are two options available :

1) Add the person as a 3rd party contact on your account. They'll then be able to contact us direct at any time as they're listed as authorised to do so.

2) Ask your 3rd party to email any requests to you, and you then forward them to our helpdesk. If you'd like us to respond direct to the 3rd party that's fine, and we'll consider them authorised to contact us in relation to that individual support ticket.

To add someone as a 3rd party contact simply get in contact with us and request a 3rd Party Authorisation form. Fill out the form with their details and send it back to us. Note, once received it takes two working days for us to process the request.

For security reasons we may at times ask for additional information to confirm the identity of the caller.

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