Our friendly and professional team is here to help you at any time you may encounter difficulties or have any questions to ask.
When can you contact us?
Our core support hours are between 9am and 5.30pm, Monday to Friday, except bank holidays in the UK. However, even outside of these hours we pride ourselves on our fast support response times, although these fall outside of formal agreements.
It's very common for us to pick up emails late on Saturday night, early on Sunday morning, or at any random time during the week, day or night. We understand the need for you to get an answer as quickly as possible, and we strive to always go one better than our competitors and be there as soon as possible when you need us.
How do you contact us?
During your 14-day free trial you do enjoy access to phone support, via our sales line.
After your trial is complete, support for all active accounts is primarily via email to firstname.lastname@example.org and our web-based helpdesk (where you are reading this article). You can either send us an email directly, or you may click the Help menu in the top right of the screen.
This menu has links to the helpdesk articles, quick-start tutorials, service status, and a link to enable you to send a support message from right there in the system. It also highlights any "context-sensitive" help articles which may be particularly relevant to the page you are currently on.
Some people wonder why we don't offer phone support, and the answer is actually quite simple. We're not attempting to hide behind email, it's just way more efficient for our team to deal with support tickets through one central web-based system, and we can answer your questions much more promptly and fully when we receive a report via this avenue.
If the query cannot be sorted out by email we will of course call you, but over 95% of our queries do not require a phone call.
Just look at our support response times!
Our monthly statistics from our helpdesk software, Zendesk, show month after month that we operate on a level far in excess of the industry standard. This is one of the key differentiators between us and our competition. Our customers regularly say to us "you guys really care about your customers like no-one else does!"
Please help us to help you
A couple of points we do reiterate here, in the interests of all customers and our support team alike, are the following excerpts from our core Terms of Service. These aren't meant to be obstructive in any way, they are simply to prevent queries like this below - we think you'll understand!
"My accounts don't add up - please ring me urgently!"
1. In case of any technical issues or data-related queries, you must make all reasonable efforts to investigate and diagnose problems before contacting us. If you still require technical help, please check the support material provided online in the product helpdesks, or failing that raise a support ticket by email to email@example.com (or via support links within the Service).
2. Whilst we always try to assist with any form of user support request, the purpose of support is to answer queries relating to the use of the Elevate application. We will not perform forensic analysis of your data entry activities. Each product has data exports, logs and statements which enable you to perform your own analysis.