We’re making some behind-the-scenes improvements
Over the next few months, we’re upgrading the systems we use to run our service desk.
This is a behind-the-scenes change designed to make your experience smoother and more consistent when you contact us.
What this means for you
You should see improvements like:
Faster handling of requests
Clearer updates as your request progresses
Fewer “can you resend that?” moments
Better continuity, even if your usual contact is off
What’s changing
As we roll this out, you may notice small differences such as:
Emails from us looking slightly different
A slightly different format for ticket updates
More consistent questions up front so we can fix things quicker
What’s not changing
You’ll still contact us the same way
Your support agreement and service levels stay the same
Our bank details are not changing
Your day-to-day support experience should remain familiar, just better organised
A quick safety note about payments
We will never ask you to change our bank details by email. If you ever receive a message claiming our bank details have changed, treat it as suspicious and call us to verify.
What we need from you
Nothing right now. If anything changes that affects how you contact us, we’ll tell you clearly, in advance.
We’ll share short updates as we go. Thanks for bearing with us while we improve the way we support you.
Watch this space over the next few months.