How To Access Support

We wish to ensure that any support requests you have are dealt with clearly, unambiguously, factually, fairly, efficiently, and as quickly as possible. These are our “Good Support Service Criteria”.

You may access our support team either by telephone or by email.

By Telephone:

Call +44 (0) 1420 549988 and select option 1 during our support hours which are 09:30-21:30 local UK time, Monday to Sunday throughout the year with the exception of Christmas Day.

Your call will be answered by a member of the support team who will take your details and information about your support request and provide you with a reference number, which you should note down, and which can be used to determine the status or outcome of your support request.

 

By Email:

You may email us a support request at any time, but it will be held to be dealt with between our normal support hours.

To ensure that email support requests can be dealt with in a way that meets our Good Support Service Criteria, an emailed support request must meet closely defined format and content requirements.

Any emailed support request which does not meet the requirements will not be processed, and will be discarded.

Email format and content requirements:

  • Any request for email support must be addressed ONLY to [email protected]
  • Any request for email support must come from a single author.
  • Responses will be sent ONLY to the author who makes the support request.
  • The subject line of the email must reflect and be appropriate to the specific issue which the body of the support email describes in more detail.
  • Only a single issue may be referred to in a single email, and its subsequent email trail.
  • Your email will be answered by a member of the support team who will note the details and information you have sent in and will provide you with a reference number, which you should retain, and which can be used to determine the status or outcome of your support request within the thread of the email trail.