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Support
For support and operational enquiries, please check if your enquiry is addressed in one of the support FAQs.
To make a support enquiry, please submit a support request. Alternatively, you can call support on the numbers listed below:
Support line one: +44 121 452 5042
Support line two: +44 7733 161 915
Support hours are: 08:30 GMT to 17:30 GMT
Our standard priorities assigned to support cases are shown below:
| Priority |
Criteria |
Priority 1
- Critical
(major business impact) |
No access available to the Software Application OR fault in the Software Application that impacts all licensed users and prevents them working within their defined processes |
Priority 2
- High
(significant business impact) |
No access available to some Software Applications (but not all) OR there is a fault within one or more Software Applications that prevents users working within their defined processes |
Priority 3
- Medium
(no immediate business impact) |
E.g. Software Application produces an error message |
Priority 4
- Low |
E.g. The Software Application gives a warning message |
Our standard turn around times assigned to support cases are shown below:
| Priority |
Response Time |
Update Time |
Temporary Fix / Workaround Time |
Permanent Fix |
| Priority 1 |
Immediate |
4 Hours |
2 Days |
25 Days |
| Priority 2 |
Immediate |
4 Hours |
5 Days |
Next Release or Service Pack |
| Priority 3 |
Within 2 Hours |
1 Day |
20 Days |
Next Release* |
| Priority 4 |
Within 1 Working Day |
2 Days |
N/A |
Next Release* |
* Next Release means that a permanent solution for a defect may be available in the next release.
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