Support

Support-header

Comply Serve is different to many other software providers in that we are a service orientated company. The support team believes in the quality of our products and the strive to provide the best possible experience for our customers.

If you are having a problem connecting to or using our service, or one of our applications is not behaving the way you expected then please either email support at This e-mail address is being protected from spambots. You need JavaScript enabled to view it or raise a ticket at https://helpdesk.complyserve.com/

You can also call support on the numbers listed below:

Support line one: +44(0)121 712 7599

Support line two: +44(0)7788 428 476

Support hours are: 08:30 GMT to 17:30 GMT

 

Our standard priorities assigned to support cases are shown below:

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

Significant user impact

E.g. Software Application produces an error message for and individual user.

Priority 4

Low

Low user impact

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
1 Immediate 4 Hours 2 Days 25 Days
2 Immediate 4 Hours 5 Days Next Release or Service Pack
 3 Within 2 Hours 1 Day 20 Days Next Release*
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.