Knowledgebase & FAQs

Why do you ask replies to be sent to a specific e-mail?

We handle lots of different support queries for our customers every day. When you have support ticket opened with us, we assign it a unique ID, and the clever software we use keeps track of all your discussions with us about the issue, plus all our engineer notes (what they've done, what needs to be done next etc).

By ensuring you always reply to the last message we sent you (or the auto-response if we haven't yet replied), our system knows the issues are related and then makes sure they're linked together.

In turn this means that whichever engineer picks up your case has all the information to hand about your issue, any updates you've sent and any notes or actions taken by anyone in our team.

This benefits you since it reduces the time it takes to fix a problem, and can save you having to repeat yourself and provide the same information more than once.

And if you have a Premium Support Agreement...
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In addition, some tickets will not be charged to you (for all kinds of reasons) and if this is the case, that specific ticket will have been marked as such. If you don't reply, you'll open anothe ticket - and then likely be charged. We cannot refund you if this happens so it is important you make sure you reply properly to avoid such costs.

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