Knowledgebase & FAQs

What is an incident number?

An incident number is a unique reference number given to your ticket when you either:

(A) Raise a ticket with us electronically via e-mail

(B) Contact us by phone and we open an incident ticket

Your incident number is the first 6 digits (5 digits for tickets before late July 2012) found in the subject line of this e-mail (and all others sent about this issue). It'll be in the format [123456:567894] - so in the example here 123456 would be your incident number.

Why do you use them?

It helps us track your issues and all e-mails/conversations related to the issue raised. It also means if you call us, and quote that reference number our engineer can see all the notes attached to the issue, and all the e-mails etc too - this makes it far easier, faster and more accurate when we are trying to assist you.

Does quoting this number matter?

It's always preferable if you've already opened a case to quote it. It helps avoid duplicate issues, helps us avoid missing notes from another engineer who may not have spoken with you about the case etc.

In some cases too, we may be providing "free" support for an issue that would ordinarily be deductable from your support balance (if you're a Pre-Paid/Committed customer with Premium Support) or chargeable (if you've just got standard support). If you don't quote the number you will NOT get the free support (we're sorry, we cannot retrospectively make changes).

It's also useful for you as proof you contacted us and raised an issue.

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