Something not working? Tell us.

No. Give us an email address and we will match it to your contract. Requiring a password from someone whose server has just died would cost us the reports we most need to hear.

It depends on the priority you select and the response tier in your contract. Critical means the business has stopped, and it is treated that way. If you are unsure, pick the higher one — we would rather down-grade it ourselves than miss a real outage.

For anything critical, yes — call and raise the ticket. A phone call reaches an engineer faster than any form, and the ticket gives us the written detail and the audit trail.

Raise the ticket anyway. We support equipment we did not supply, on a time-and-materials basis, and we will tell you the cost before doing any work.

The site, the serial number or asset tag, when it started, and what is affected. A photograph of the fault or the error message is worth several emails — send it to the support address quoting your ticket reference.