Thank you for submitting a support ticket. It will be looked at shortly.
For non-emergencies, our support hours are Monday to Friday 9am to 5pm.
You will receive a link to the support ticket in your email inbox within the next minute. Please check your junk folder and whitelist our support email address, firstname.lastname@example.org. Please check your email regularly for updates to the ticket progress. If you do not receive an email within the next 5 minutes please check your spam/junk folder. If it is still not there please email us at email@example.com to verify that the correct email address was provided.
When we update the ticket you will receive our reply along with a link to the ticket. You do not have to open the ticket to reply. You can simply reply to the email and it will update it with your reply.
What happens next?
We will open the ticket as soon as we can and evaluate the urgency of the request. Please be aware that it’s possible for us to receive several requests in a short time span and some can be more urgent than others. We will work on the most critical cases first. If we determine that your request is not as important as others it may experience some delays
If the request for support is not urgent and outside normal working hours it will be actioned at the earliest convenience during business hours. Business hours are 9am to 5pm Monday to Friday excluding public holidays and annual leave, which will be pre-advised. Emergencies can be actioned at any time.
Depending on the details provided we may be able to begin work with no further initial contact. Should we require additional details or information we will reply to the ticket. You will receive an email with the update to your provided email address.
If you are seeking assistance for your website we will record the time taken to perform the work which will be visible on the ticket. We do not record time taken to reply to the tickets or to read them, only the time taken while performing the actual task.
Once the task has been completed the ticket will remain open for 3 days before auto-closing. You may open the ticket again at any time.