How do we get support, and how quickly will you respond?

Here is how support works at the moment.

Where to write:

• Service problems: [email protected]. It helps to say what was being attempted and include any error messages.
• Billing: [email protected], with the subject line "Billing Query" and the registered email address.
• A suspected account compromise: [email protected], straight away.

What we commit to:

• Acknowledging all queries within 2 working days and resolving billing issues within 5 working days.
• How long a service issue takes to resolve cannot be guaranteed, because some depend on third-party providers.
• Practitioner and Professional subscriptions do not include dedicated support or guaranteed response times. The Pricing page lists dedicated account support as part of Enterprise.

Organisations needing guaranteed response times or dedicated support, or help with a security questionnaire, can contact us to discuss a bespoke arrangement.