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Email or online ticketing support
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Yes
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Support response times
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Our online ticketing support is monitored during UK business hours, Monday to Friday, 09:00 to 17:00 (excluding public holidays). We acknowledge all tickets within 4 business hours and aim to provide a resolution or progress update within 1 business day. Critical issues are prioritised and escalated according to severity. Weekend and public holiday support is not included as standard but can be provided by prior agreement under an enhanced support package. Response times outside standard hours may be extended unless covered by a support contract.
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User can manage status and priority of support tickets
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Yes
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Online ticketing support accessibility
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WCAG 2.2 AA
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Phone support
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Yes
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Phone support availability
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9 to 5 (UK time), Monday to Friday
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Web chat support
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Yes
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Web chat support availability
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24 hours, 7 days a week
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Web chat support accessibility standard
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WCAG 2.2 AA
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Web chat accessibility testing
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We have tested our web chat and online ticketing support interfaces to ensure they are accessible and usable for people with disabilities. Testing has been conducted using screen readers (including NVDA, JAWS, and VoiceOver), keyboard-only navigation, high-contrast display modes, screen magnification, and speech-to-text tools.
We validated that all chat functions, forms, buttons, notifications, and error messages are readable, logically structured, and operable without a mouse. Colour contrast, focus indicators, text resizing, and clear labelling were reviewed against WCAG 2.2 AA success criteria.
Where possible, we engaged users with visual, motor, and cognitive accessibility needs to provide real-world feedback on usability, clarity, and response flows. Issues identified were logged, prioritised, and remediated through iterative improvements.
Accessibility testing is repeated after significant platform updates, and feedback mechanisms are in place for users to report barriers. Our commitment ensures all users can access support services equitably and independently.
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Support levels
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We provide three support levels to meet different organisational needs.
Standard Support
Email and online ticketing support during UK business hours (09:00–17:00, Monday to Friday). Tickets are acknowledged within 4 business hours, with a resolution or progress update within 1 business day. No dedicated account manager is included.
Enhanced Support
Priority ticket handling with faster response and same-day progress updates. Buyers have access to a named Cloud Support Engineer who provides technical guidance, service-related support, and issue coordination.
Premium Support
24/7 priority support for critical issues, including rapid response and escalation. A dedicated Technical Account Manager is assigned to manage service delivery, conduct regular service reviews, and support continuous improvement.
All support is delivered remotely unless otherwise agreed. Onsite support can be arranged by prior agreement. Support levels can be upgraded or downgraded with notice.
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AI chatbot
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Yes