1,960 m help desk
Something wobbling? Tell us early.
The help desk is for current clients and anyone with a question about a live app or website. We read requests Monday to Friday, 09:00–18:00 UK time. There is no out-of-hours emergency line.
Quick checks that often solve it
- Try a private browser window, or close and reopen the app.
- Check whether it happens on a second device or network.
- Look at the date your domain and certificate renew, if a site is unreachable.
- Note the exact time it happened and any message shown.
- Take a screenshot or short screen recording if you can.
Priority is agreed by impact
Stopped: the service is unavailable or people cannot complete a core task. We look first, during working hours.
Degraded: something important is slow, broken for some users or has a workaround.
Minor: cosmetic issues, wording, small requests.
For clients with a support arrangement, target acknowledgement and response times are written into that arrangement. For everyone else, we reply as soon as we reasonably can during working hours.
After you press send
The form passes your request to our mail server, which gives you a reference. That confirms acceptance for processing, not that a person has read it yet. We then reply by email, ask any clarifying questions and agree a priority. When the fix is done, we tell you what changed and whether anything else needs attention.