Requesting Support

Understanding the type of support and the urgency

We’re here to be your technical partner for the web application or portal we’ve delivered for you. As well as that though, we are on hand to consult with around how you evolve that tool we’ve built for you. To ensure we help you shape every request or query you have into the best solution, we’ve put together the following guidance. We urge our clients to follow this to enable the right members of our team to respond to your request.

“HELP! I HAVE AN URGENT ISSUE OR ERROR ON OUR LIVE SYSTEM!”

If this is your scenario, then just take a few moments to grab a few details before your alert us:

  • If this is a bug or error, have you replicated this issue? (it’s much quicker for us to resolve issues if we can replicate it)
  • Gather as much detail as possible such as URL, user you are logged in as, steps to recreate the issue, screenshots, browser/device used etc.

You should report your issue via our Support Tool (Freshdesk) for which you should have a login (if not, please contact us). Use the link below.


“I WOULD LIKE TO DISCUSS A CHANGE OR UPDATE TO OUR SYSTEM.”

If you have a more general request for an update, new feature or change to your web application, we’ll take a few details from you and shape this into a mini-spec for clarity over the work involved and timescales to achieve. We’ll not embark on any changes until we’ve got your go ahead. These are a few things to consider when logging your request:

  • Describe the problem or need you want to address, including the user type this would be for.
  • Describe how you’d envisage the application meeting this need (we can help shape a final solution but its often useful to understand your thoughts if known).
  • How urgent is this need? – choice of short term, medium, nice to have at some point

Use the link below which will take you to a form to complete as a first step.

Feature Request

To discuss a new idea, change or an operational need from your web tool.

Create a Request