This section is designed to assist you when logging calls with our Support Desk. It highlights what information you will be asked for and what priorities your call will be given.
What information do I need before I call?
When you call our Support Desk, you will first be asked for your account number or site address. This enables us to view your details on our system. Details of the equipment or software with the fault will then be required - this allows us to ascertain the contract status of the particular unit. We ask that you be as accurate as possible, as incorrect information could lead to a delay in responding to your problem.
You will be given a unique Job Number that will allow us to track your calls - please make a note of this and quote it whenever you contact us regarding this issue.
What priority can my call be given?
All calls coming into our support desks are logged individually and then assessed in priority. As you can imagine, calls vary in urgency, from requests for clarification on reports to system failures, and only by receiving correct and accurate information are we able to prioritise correctly.
How long can I expect to wait for a response?
We endeavour to respond to all calls within the parameters of your service level agreement. However, we would appreciate your patience when dealing with low priority calls to enable our support engineers to deal with more critical problems first.
We highly value all our customers and would like to assure you of our continued commitment to support your and your business as professionally and efficiently as possible.
