To log a support request, it could not be easier. Via this website; Using the online helpdesk, or by using our “live-chat” service. By e-mail; Visit the contact page and click one of the “contact” links, then choose one of the available e-mail links. Telephone; Customer Care 0870-423-2757.
Once the support request is logged, we will normally contact you within one hour. This is our first level of support. One of our advisors will collect further information, and if possible try and resolve the issue.If the first level response does not resolve the issue, the request will be raised to level two. A service engineer will contact you, and, if needed, will remote in to the system to resolve the issue.
If the second level response does not resolve the issue, it will then be raised to third level status. This will require a site visit from an ITVET engineer. Again the response time will vary depending on the support package you have chosen.