Our support team offers a hands on and comprehensive experience. This policy details how to get support, what you can expect, and any limitations in the support we offer.
Support is provided via our helpdesk. You can open a ticket using our website, your account area, or by sending an email directly.
The best way to contact support is to use the help icon which can be found in the bottom right corner of your account area and this website.
We may provide support via our social pages and channels, but you are not guaranteed a response here.
We do not offer telephone support, video call support, or screen sharing support.
Our helpdesk team are scheduled to be online 7 days a week.
We may provide a live chat option and this depends on current support load.
We always provide a support ticket option and aim to reply within 24 hours.
Our support is for the products and services we provide you. We may offer you support and help in other areas at our discretion.
Some examples of support out of our scope include:
We will always respond to your queries and will help you to the best of our knowledge with advice.
We welcome your feature requests and suggestions.
There are no guarantees that we will implement your feature requests. This depends on the scope, feasibility and the wider impact on our products.
We will survey all our members when considering new features where applicable.
We are committed to fixing bugs and issues as soon as we can.
We know how frustrating it is when a product doesn't work as expected. If for any reason we cannot fix the issue quickly, we will try to find an alternative solution for you.
We have over 13 years of experience with web software development and will always prioritise bugs and issues.
This Support Policy was last updated on 5th April 2023.