We offer all our customers three methods of contacting us and endeavour to meet our Service Levels wherever possible. The three options are as follows:
  • Telephone Support - our lines are manned by 17 staff with a wide variety of skills. Call us on 01423 330335 option 2. Not all problems can be solved there and then but rest assured we will do our best to get you back up and running as soon as we can.
  •  Email Support - we use a cloud based support system which captures your email and automatically raises a ticket. You'll get an immediate response to let you know we've received your request and a ticket number in case you need to call us for a progress report
  •  Online Customer Portal - based on the same technology as the email system, you can log in and submit a support ticket or even just check on progress of any outstanding tickets you have.

Our SLA's

Urgent

  •  Site down or major problem with system
  • Response time - 30 business minutes
  •  Resolve time - 7 business hours

High

  •  Unable to invoice, unable to log in etc...
  •  Response time - 4 business hours
  • Resolve time - 14 business hours

Medium

  •  Licence renewal due, general help using the system etc...
  • Response time - 14 business hours
  • Resolve time - 30 business hours

Low

  •  Basic system set up, reporting etc...
  •   Response time - 14 business hours
  • Resolve time - 60 business hours

Making Tax Digital 

Making Tax Digital is an HMRC initiative that aims to revolutionise the UK tax system and ultimately bring an end to self-assessment.
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