How To Get Support

We are committed to providing you with top quality help and support based around realistic and mutually agreeable expectations that are based around the actual 'working' time and resources available. 

While we understand that the web is open 24 hours a day, 365 days a year,  we are not.  We believe that the smart, hard-working people who will be helping you to plan an effective resolution and solve your issue, do a better 'job' when we all factor in a healthy 'work/life balance' and avoid high-stress moments.

Get Immediate Help - your first step

99% of all of the problems you are facing now we have already dealt with over the years and the solution you are looking for is contained with this knowledge base.

The first thing you should do is use our search tool.

If you see an error message, copy and paste a section (or all) of it into the search facility and press return.

A list of knowledge base articles will be displayed for you to check through.

If you want to know how to do something, ask a question and again a list of knowledge base articles will be displayed for you.  It's very rare that your problem does not already have a solution.

IF you can't find the solution, that's the time to raise a ticket to get basic support.

Basic Support Levels  (Free)

At the basic level ALL tickets should be responded to within 48 hours and where possible all issues are resolved fully within 84 hours.  Where possible things may get dealt with and resolved MUCH quicker.

There are some limitations to these guidelines which relate to when offices are opened and staffed.  Please note that our offices are not open on Sundays and UK Bank Holidays and we also have a Christmas holiday shutdown.  As such please understand that if you raise a ticket on say a Saturday at 6PM you will not receive a reply until Monday.

At the basic level, normal correspondence times are between 10:00 - 17:00 (UK).  This should not affect the support ticket service levels, but you might not get a reply outside of these times.

If the solution exists in our knowledge base you will be directed to that article.

Premium Support Levels (Paid)

We also provide personalised premium support levels and packages for some products and services. 

Each product or service has support levels that are subject to it's own contract. 

Some premium services are provided exclusively by the people in our close-knit 'professionals pool'.  We can even help you find and bring in other high-caliber people to build your own team.

To ask about a premium support service please raise a ticket and tell us the basics about your problem.

We'll get back to you ASAP to arrange a chat / meeting.

If everything 'sounds good' and if you want us to help you, we send you the paperwork, you confirm the details and send us your first payment, we start working on how to help and support you and find your resolution.

Raise that ticket and Raise a Request Here 


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