How to get help from us, and what to expect
The ways to reach our support team, what to tell us so we can start at once, and how quickly to expect an answer depending on your plan.
Updated
You will
- Choose the quickest way to reach us for what you need
- Write a request we can act on without coming back to you
- Know what to expect as a client, and as someone who is not one yet
Whether you are a client with a broken printer or someone wondering whether we are the right team for your business, there is a way to reach us that fits. This page shows the options, what to write, and what happens next.
If you are a client
Sign in to the client portal, and open a ticket. It is the best route, because everything we do on your request is recorded in one place that you can see.
- Select New ticket.
- Say what is wrong in a few words, choose how urgent it is, and add detail and a screenshot if you can.
- Select Submit ticket.
You get a reference number at once, and an email that confirms it. Our team reads the request, decides who is best placed to help, and replies inside the response time on your plan.
If you would rather talk, use Chat with us in the portal. A person answers, usually within a few minutes while we are open. The chat can be turned into a ticket if the problem needs work behind the scenes.
If you are not a client yet
Use the Contact page on our website to tell us about your business and what you are looking for. Where you see the chat button on the site, it reaches us while we are open. Outside our opening hours it asks for your email, keeps your message, and we get back to you; nothing is lost.
What to tell us
A good request answers five questions, and spares both of us a round of questions:
| Tell us | For example |
|---|---|
| What happened | "The front-desk badge reader stopped accepting badges." |
| When it started | "This morning, after the power cut." |
| What you saw | The exact words of any error message, or a screenshot. |
| Who or what it affects | "Reception only", "everyone in the office", a machine's name. |
| How urgent it is | Whether work has stopped, or it is an annoyance. |
What to expect
- A prompt acknowledgement. The moment a request exists, you have a reference number.
- A reply inside your plan's response time. Plans differ in how fast, and whether weekends count. See the service levels (explained in the client portal once you are signed in).
- Updates in one place. In the portal you see each step, with who has the ticket. Our private working notes stay private.
- A clear ending. When we resolve a request we say what we did, ask how we did, and keep the ticket open to your reply for a few days.
Where next
- Next step: What happens after you open a ticket.
- Deeper: the service levels (explained in the client portal once you are signed in).
- If you are already a client and cannot sign in, contact us through the website's Contact page and we will help you in.