Technical support
Technical assistance from the people who wrote the code. Not a scripted first line reading from a flowchart, and not a ticket that sits for a week before somebody looks at it.
Before you log a fault
Tell us what you were doing, what you expected, and what happened instead. A screenshot of the error saves a round trip and usually a day.
Priority-based support levels
How we decide what gets looked at first. Priority is set by impact on your work, not by who shouted loudest.
Critical: the system is down
Nobody can trade, take a payment, or do the thing the system exists to do. This goes to the front of the queue and stays there until it is resolved or worked around.
- A till that will not take payment
- Everyone locked out of a system
- Data that is visibly wrong and being relied on
Comprehensive technical services
System diagnostics
Health checks and performance analysis to identify and resolve issues, ideally before you notice them.
Remote assistance
A session on the actual screen, so nobody is debugging from a description of a description.
Security support
Monitoring, patching and incident response for the systems we host on your behalf.
Performance optimization
Tuning when a system that was quick has stopped being quick, and finding out why.
Data recovery
Restoring from backup when something is deleted that should not have been, and checking what else was affected.
Integration support
When the thing on the other end of an API changed and did not tell anyone.
How to reach technical support
| Included | Best for | What to include |
|---|---|---|
| Most faults, and anything with a screenshot | What you did, what you expected, what happened, and when | |
| The support form | A fault you want tracked with a reference | The same, plus which site or branch is affected |
| Phone, for extended-agreement customers | A system that is down right now | Who is affected and since when |
Support hours are Monday to Friday, 08:00 to 17:00 SAST. Out-of-hours cover for a system that is down is part of an extended agreement rather than something we claim by default.