Knowledgebase & FAQs

How can I speed up responses to my support case?

Thanks for asking!

There are a few things that really help us answer your tickets faster and with more accuracy, so if you could bear these things in mind when raising a ticket, we'd appreciate it - and it will help us help you faster!

- Tell us if the issue affects you, several people and so on.

- Tell us the specific error messages (if applicable) you see on screen etc

- Give us as much background as you can (how did you have this issue)

- Have you tried the obvious steps (restarting your computer etc)

- Let us know if this is a new issue or something you've had a problem with for some time but not had opportunity to report yet.

- When you had the issue (as precise as possible) - if we have to check our system logs to try and help you, it can be difficult and very time consuming without any idea of the timescale involved.

Plus, If you're having a problem with E-Mail services or accessing certain Web Sites it can be really useful to consider...

- Accessing an obvious site - like www.google.co.uk or www.bbc.co.uk - if that isn't working the odds are it will be a problem with your Internet Access

- Particularly for E-Mail Issues, check first you have Internet Access before raising an e-mail fault - e-mail services rely on Internet Access in some way to work

Finally - if you have a problem which resolves itself, please do let us know so we can avoid troubleshooting issues that have become fixed!

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