If you are requesting a change to your system or are interested in a new module or integration, please contact your account manager directly. For anything else, please log in to the support portal below using the information below to provide enough detail to help us to resolve your case quicker.
Please note that support cases not meeting our ‘Healthy Support Case’ requirements will be returned without review, and any SLA will not be in effect until the policy is met.
If you have a query on how to do something, have you checked our knowledge articles on the knowledge base? Your query might be answered already! If not, please make it clear in your case by selecting the correct ‘Request Type’ when booking a case.
To help our customer support team assist you as quickly as possible, please include as much information as you can when submitting your request. Here are some helpful tips for creating a strong support case.
Select the relevant category for the issue you are experiencing to help us to identify escalation routes early. Some category selections utilize further sub-categories to drill down into the specific requirements.
System / individual module or till down? All users / customers or single user / customer? Financially impacting? Is the issue intermittent or constant?
What date and time did the issue occur?
We’ll need your direct contact details, not just your name, so we are able to contact you should we require urgent information.
Is the issue only occurring for a specific Customer or order? If so we’ll need to know the details.
Which product is the issue occurring with? Help us narrow it down by providing the SKU.
You get the idea, ID’s are important, so we’ll need these too please!
What exactly are you doing when the error occurs? What are you clicking on? It’s crucial for us to know this information! As well as writing this down, you could also include a screen recording of recreating the error.
A great way for us to understand your issue is to see it ourselves! Attach a screenshot of the issue or error message and serial number of any hardware so we know what you’re looking at.
Once you have the information listed above you’re good to go to submit your case. If you don’t have a login to the portal, you can still create a support case and account using your work email address.
By including all the necessary information, you’ve saved yourself and us lots of time having to ask you for more details – so your issue can be investigated sooner.
Please submit separate support cases if there are multiple issues that cover different categories.
After your case is logged, our Customer Support team will work with you to resolve it as quickly as possible at the first point of contact. If additional support is required, it will be smoothly transitioned to our wider specialist teams but regardless of who is looking at your query, your allocated customer support representative will update you every step of the way. Once the issue is resolved, or a viable work around has been agreed, the case will be closed enabling you to serve your customers seamlessly.
If you have a question, first check our knowledge base packed with guides and best practices, you might find your answer there. If you still require assistance, use our online portal to log your case referring to our Healthy Support Case guidance.
Please ensure our support phone lines are only used for emergency support to ensure we can deal with all cases in a timely manner.
The CS Team handle cases with a customer-centric approach.
The Specialist Support approaches cases as follows:
The case will be closed once it has been resolved. You will be updated by the team when this happens with an indication to the steps taken to resolve or step-by-step instructions for the agreed work around required.
Each closed case is accompanied by a request to rate the service you received. On occasion we will request additional feedback to help us to improve on your experiences as a customer.
