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This is usually the fastest way to receive a response to your enquiry, particularly if you need support out of hours. Tickets are answered within 12 hours and we will contact you by telephone if we feel this level of support is appropriate for your needs. CUSTOMERS WHO RECEIVE A PRIORITY SUPPORT WARRANTY (E.G. FOR WEBSITES AND NETWORKS), CAN JUST INITIATE A LIVE CHAT AT THEIR DISCRETION REGARDLESS OF PRIORITY. |
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Any enquiries which are urgent can be dealt with by talking to our technicians directly. They are available to talk to you 24/7. All major enquiries are usually dealt with within the hour, and remote desktop support may be further employed if it is believed to be necessary. NON-URGENT ENQUIRIES WILL NOT BE ACCEPTED BY OUR TECHNICIANS, YOUR CUSTOMER CONTRACT MUST ALSO BE UNDER WARRANTY FOR YOU TO BE ELIGIBLE FOR THIS LEVEL OF SUPPORT. |
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If a technician on our live support service can more quickly deal with your enquiry by connecting to your computer and showing you how to perform a task, or by fixing a problem directly, then they will request that you use our Remote Desktop Control service which will allow them to connect directly to your computer. To do this, click the link above and download the application. When it has finished downloading, open it by double clicking on the saved file and allow it if any firewall notifications appear. You will need to quote your reference ID, and your password in order for us to connect to your computer. UNLESS YOU HAVE PAID FOR A DEDICATED SUPPORT SESSION, YOU WILL NEED TO BOOK A REMOTE DESKTOP CONTROL SESSION EITHER USING OUR LIVE CHAT, TICKET SYSTEM OR BY TELEPHONE. |
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Customers can contact us at any time to automate any of the above proceedures and receive advice directly from our support staff. They can then decide whether to open a ticket, refer you to live support or book you in for a remote desktop support session. Please be aware that due to the high volume of calls we receive, there may be a short wait time before we are able to deal with your enquiry. |