The Support Team is intended to assist, troubleshoot and resolve specific tasks resulting from the use of the platform. Technical support is available to customers via a variety of methods, which includes our knowledge centre, online support and ticketing portal, telephone support during scheduled support hours and via email.
All incoming support requests (by telephone/email/support portal) are logged within the our online ticketing system and allocated to our Service Desk for review where they will assign a department, status, severity and priority level. Support tickets are given a unique reference number and moved through the designated workflow which can included ‘Feedback’, where a customer response is required, ‘Confirmed’ which states the task has been resolved and passed on to the testing/QA teams, and ‘Closed’ where the task has been resolved and closed. All tickets have time logging providing complete transparency on support hour usage.