Choosing the help you need
When contacting Support, you may be asked to choose from a series of options, based on what describes your request in the best way. These options are presented and are used to help us understand your request, what you need, and to ensure that it reaches the appropriate team on our side. If none of the presented options fit, please choose the best match from those presented to you and our Support team will still review your request, where appropriate.
Why do we ask for this information?
Some requests submitted to our Support team require specific details before we can investigate them for you.
Throughout our upgraded Support operation, we will only ask you to provide information that is relevant to your request. By providing us with the required details, you will be and are helping our team understand and define the issue being faced, which, ultimately, means that your Support request can be investigated faster where necessary.
With that said, if you are asked for a specific reference number, an identifier, or any other information, please do provide it exactly as requested.
When your request is investigated by our Support team
Support requests will, of course, be investigated by our team and when this happens, your request will be automatically forwarded to the appropriate team member, when appropriate, and you will be told when you can expect a response from us.
Our team will likely already have a summary of your Support request available to them, so they will be able to give your request the attention it deserves straight away. If any further information is needed, though, we will, of course, ask you for it.
What happens to your Support request thereafter?
If your request requires further escalation, investigation, or ongoing work by our Support team, the conversation/message thread may be converted into a ticket.
When this happens:
A unique ticket will be created that can and should be used to identify your specific request in the future, until it is resolved.
Your ticket(s) will have an appropriate status attached to it, reflecting its current stage in our Support lifecycle.
You will be notified during such if any further feedback is needed from you.
Once the specific Support case has concluded and final feedback has been shared, your ticket will be marked as Resolved and will be closed.
We understand that you may have separate queries that you may like to get help with, but please ensure that you begin a separate request for each query, rather than add details about a different topic to a pre-existing ticket.
If you stop responding
If you are opening a Support request with us via our platform, the conversation may automatically close after 10 minutes of inactivity. Once your request has been routed through to our Support team, though, the inactivity timer no longer applies.
Our availability
Our Support team are available from 09:00-17:00 CET, Monday-Friday, when those days are normal business days for us. Our response times and availability will be sent in a message once your request is routed through to us.