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

What are the support hours?

For Standard Support customers:

Our Support Teams are available between 9am and 5pm, Monday to Friday by E-Mail and Phone, on normal business working days.

For Premium Support customers:
(this means you have an active/valid Pre-Paid or Committed Support Plan)

Your standard support hours are from 9am to 5pm, Monday to Friday, on normal business working days. You may have also adopted for an additional service (the "Extended Hours Service") which entitles to you to "Critical Incident" support beyond those hours. Please see the Extended Hours Certificate or Notification sent to you for your unique contact information.

For some services, we provide a 24/7/365 emergency contact number, which can only be used for specific and limited requests. If this is the case, the documentation/user guide accompanying the product/service will include additional information.

For the avoidance of doubt, none of our extended hours or critical service support options are e-mail/online based and all are "phone only" services.

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