A ticketing system is in operation to log support issues on behalf of clients.
A ticket may be raised by telephone or by email.
If an email is received into the ticketing system, a ticket is raised with a number being allocated, allowing progress to monitored.
At the same time, an email is sent to the account manager. If the issue is reported through a phone call, the support engineer will raise a ticket on behalf of the client. Again, the account manager is informed.
Clients can expect a response to a ticket is within 1 hour, with a resolution within 8 hours.
As part of the service, a feedback form is sent once an issue has been resolved.