Report an issue
Tell us what happened, what you expected and when you first noticed it. Include the affected workflow and safe-to-share steps to reproduce the problem.
Get in touchSupport / Help for the next step
A clear route to the right kind of help.
Use the guide below to share the context we need. For active client work, your engagement agreement remains the reference for support scope and response commitments.
What do you need?
Find the support topic that fits.
Filter topics by a word or choose the closest starting point. For a specific enquiry, use the project contact route.
Request a change
Describe the task you want to improve, who it affects and what a better outcome would look like. We will help clarify scope and route it into the right planning conversation.
Get in touchAccess and permissions
For a new user, access update or permission question, include the product area and the role required. Never send passwords or secret keys through a support request.
Get in touchPlatform guidance
Ask for help understanding a workflow, locating a feature or using a product capability. A screenshot with sensitive information removed can help us give a more useful answer.
Get in touchNo topics match that search. Try a broader word or contact our team.
Hours and response targets
Set realistic expectations from the start.
Our general support centre operates on UK business days. These are planning targets for standard enquiries, not an emergency service or guaranteed service level.
Incident severity guide
Describe the impact, not just the error.
We use impact and workarounds to route an issue appropriately. Final prioritisation depends on the terms of your engagement.
Critical
A core production workflow is unavailable for multiple users and there is no safe workaround. Contact us through the route in your current agreement.
High
An important workflow is significantly disrupted, but a limited workaround exists or the impact is contained to a group.
Normal
A single user, secondary workflow or non-urgent issue is affected, with day-to-day work still able to continue.
Request
A question, access change or product improvement that does not block current work.
Getting started
A small checklist for a smoother handover.
Use this to prepare for onboarding or a new phase. Share access details securely through an agreed channel—never include credentials in a general request.
- Confirm the day-to-day owner and decision-maker.
- List the user roles and teams who rely on the product.
- Note key workflows, deadlines and recurring constraints.
- Identify systems and integrations in the current path.
- Agree a secure route for access and sensitive material.
- Share known issues and the measures you already track.
Release and maintenance
Keep improvements and upkeep in view.
For continuing work, we agree a release rhythm, responsibility boundaries and a route for raising changes. A release note explains what changed and what your team needs to know.
Planned releases
Changes are reviewed, tested and communicated through the agreed project channel. Timing depends on scope, risk and dependencies.
Maintenance work
We can define dependency reviews, defect triage and small improvements as a separate ongoing arrangement.
Service ownership
Before handover we clarify who owns access, monitoring, backups and operational decisions for the systems involved.