Client Support
CLIENT SUPPORT
It's Easy To Get Support
We’re passionate about service and we’ve made accessing our support team easy and user friendly. You can raise requests for technical and IT support using the three easy options below.
So that our Service Desk team can securely connect with your device, you’ll need an application called TeamViewer. Download it here.
80% of customers say the experience a company provides is just as necessary as its products or services.
Source: Salesforce
Top Tips for IT Support Requests.
- Detail, detail, detail.
Try to provide as much detail as possible about the issue you’re experiencing. Your support contact will ask if they need additional information from you, so don’t worry if you’re struggling. That is what we’re here for – to help.
- Be prepared for a quick response.
We’ll aim to respond to you within 10 to 15 minutes of your support request, depending on the severity of your issue. Don’t forget to look out for our response, as we may include further details, such as:
- Requests for further information.
- Progress updates.
- Escalation notifications.
- Issue reassignment.
- Avoid duplicate requests.
To avoid duplicate requests being submitted about the same issue, please check with your colleagues first to see if they’ve already logged the problem with us. This will help us to find a resolution as quickly as possible and improve efficiency.
- Always check the latest update.
We’ll regularly send you status updates about the progress of your issue. You can refer to these before getting in touch with us to ensure you’re always up to date on what’s happening. Updates we’ll send include:
- Tier reassignment.
- If a resolution is in progress.
- Whether we’re waiting on another party.
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