Support Update

An Update from the Support Team

Over the last few months, the support team have been working diligently to improve their processes and in turn improve the level of service you receive.

We would like to remind all our customers that from January 2018, enquiries to the Service Desk should be made by phone or through our customer portal, we will no longer log tickets from an email. This is to ensure we have all the details we need to resImage of Technician at workpond quickly. As well as being the place to log support tickets, the portal also has a huge wealth of information for you, including training videos and guides, FAQs and more.


Following on from previous newsletters and emails, support for versions prior to v38.1508 will cease. Our policy is to provide support for the current and current -1 versions, so this will mean v38.1508, and the version 4 releases (v4.1 & v4.2).

In January, we will also be changing our remote support platform from Teamviewer to Webex. This is to ensure the security of the connnection is upheld at all times. Please, don’t worry if your business is unable to support webex connections. We will be happy to discuss alternative solutions such as direct VPN connections or other remote solutions currently in place within your business. Please, contact your Account Manager or the Service Desk to discuss further