We offer multiple ways to contact our Support Team. Choosing the right channel helps us respond as quickly and effectively as possible.
In addition to contacting the support team, we also have our help portal which contains guides on key features of the system and how to maximise their functionality.
Choosing the Right Support Channel
Normal Business Hours – 08:30 – 18:00
Live Chat
Best for: Immediate assistance, general queries, and troubleshooting
Monday to Friday: 08:30 – 18:00
Live Chat is the fastest way to get help during core business hours and should be your first choice for any quick queries.
Support Portal
Best for: Logging issues, requesting new functionality or arranging feature specific guidance
Available 24/7 – tickets managed during normal business hours in line with contractual SLA
The Support Portal gives you full visibility of your requests, including updates, history, and resolution details.
Phone Support
Best for: Urgent or service-impacting issues
Monday to Friday: 08:30 – 18:00
01908 915 905
If your issue is preventing normal operation or requires immediate attention, please contact us by phone so we can prioritise accordingly.
Emergency Support (Out of Hours)
Best for: Critical issues only
Available outside of normal business hours
Our emergency support line is available for critical issues that cannot wait until the next business day.
Email Support
Best for: Non-urgent queries
Monitored continuously
Email is our slowest support channel and is best suited for non-urgent requests. For a faster response, we recommend using Live Chat or the Support Portal.
Support Priorities
To ensure the right level of response, issues are prioritised as follows:
Urgent / Critical – Service unavailable or severely impacted → Call us immediately
High – Major functionality impacted → Call or use Live Chat
Medium – Partial impact or workaround available → Portal or Live Chat
Low – Minor issues or general queries → Portal or Email
Summary
For the best experience:
Use Live Chat for the fastest response
Use the Support Portal to log and track requests
Use Phone Support for urgent issues only
Use Email for non-urgent queries