Welcome to our helpdesk


Our working hours are 8.30am-5.00pm Monday – Thursday and 8.30am-4.00pm on a Friday.


Please login to submit a support ticket, once a helpdesk ticket has been opened, you'll be able to communicate with our support team via the ticket by email.


We aim to respond to all tickets within 24 hours (unless you have a support contract with us). If the support you require is urgent (website down, e-commerce payment failing) please contact the office on 0161 850 2381


Service Level Agreements for customers on support contracts


For your peace of mind, we will respond to your tickets within the following timescales:


Priority 

Response Time

High

4 hours

Medium

1 day

Low

2 days


Planned Maintenance

Planned maintenance is always performed outside of peak hours wherever possible (which means we'll do the maintenance between 00:00 and 06:00). Sometimes this isn't possible, and in some cases it's actually better to do the work during office hours (for example with backup servers, where they're less heavily used during the day).


Unplanned outages

Occasionally things go wrong unexpectedly. When this happens we need to prioritise fixing the issue, especially if it affects many customers. However we'll always try to keep you updated.