What to expect from telephone support
You can call us anytime on 02920 03 03 03
The initial greeting will present 3 options:
The front-line telephone support staff will attempt to connect you to an available representative. Support staff focus on a queue of support tickets, handled in order and then based upon urgency. If no one is currently available to take you call, the front-line telephone staff will submit a ticket on your behalf; feel free to take your time explaining to our friendly staff the exact nature of your request - they will carefully enter these details into a Support Ticket on your behalf. Please try to give as many forms of contact as possible, including a mobile number. We aim to give proportionate response times - urgent calls are responded to immediately; all calls are attended to within 2 hours.
Once your ticket is in the queue then the support staff will handle your request, returning your call if asked to do so. All solutions are completed online and a reply sent by email, but we may also send a TXT (sms) message, especially where your actual email service requires a solution! If requested, we will always return your call. No ticket is closed (and locked) without your express approval - you can re-open a ticket at any time should you require further assistance.