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Support & Helpdesk

We provide reliable support for all our software products, ensuring your systems run smoothly and efficiently. Whether you need technical assistance, troubleshooting, updates, or guidance on using our solutions, our support team is here to help.

All support requests must be logged through our ticketing system. This allows us to track, prioritise, and resolve issues efficiently while keeping you informed throughout the process.

Service Level Agreement (SLA)

Our support tickets are prioritised based on severity and business impact:

  • Critical (System Down): Response within 1 hour

  • High (Major Functionality Affected): Response within 4 business hours

  • Medium (Partial Functionality / Workaround Available): Response within 1 business day

  • Low (General Queries / Advice): Response within 2 business days

Response times refer to the initial acknowledgement and engagement by our support team. Resolution times may vary depending on the complexity of the issue.

Our support includes:

  • Software installation and configuration

  • Error resolution and troubleshooting

  • System performance and optimisation

  • Updates, upgrades, and maintenance

  • User guidance and best-practice advice

Need assistance?
Please log a support ticket with a detailed description of your issue, including screenshots or error messages where possible, and our team will respond in line with the SLA above.

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