Support desk
When something is not behaving, start here.
Support requests are handled Monday to Friday, 09:00–18:00 UK time. A clear first message is the fastest route to a fix.
Severity
How we sort what arrives.
Service down
A public site or app is unavailable, or data may be exposed. Telephone us as well as writing.
Seriously impaired
An important feature is failing for many people and there is no workaround.
Inconvenient
Something is wrong but people can still complete their task.
Request
A change, a question, or something to schedule.
Response targets for each level are set out in your support agreement. Outside working hours, messages wait until the next working day.
Before you write
A quick checklist.
0 of 6 checked. Anything unchecked is fine to leave; just say so in the description.
Support request
Tell us what is wrong.
Not a client yet?
We can still help you think.
If you are not on a support agreement but have a problem with a site or app built elsewhere, send it through this form anyway. We will tell you honestly whether it is something we can take on, and if not, what kind of help to look for.