Raise a Support Ticket
Please use this form to raise a new support ticket. If you already have an open ticket, continue to use the same ticket by replying to the email thread you received or by going to My Tickets. Responding via the original ticket ensures continuity and saves time.
Avoid reopening closed tickets for unrelated issues — this causes confusion, delays and increases resolution time.
How Ticket Severity Works
When you submit a request, you’ll be asked to choose a severity level. This tells us how urgently your issue needs attention and how it impacts your business operations. Severity levels help us prioritise work efficiently and ensure the most critical problems are addressed first. Support work is generally handled on a First-In, First-Out (FIFO) basis within each severity level.
Here’s how severity is defined:
Critical (Severity 1)
This means a key service or system is unavailable or unusable, stopping business operations. There is no acceptable workaround and the issue affects all users or a core function. Issues at this level are escalated immediately.
High (Severity 2)
This means a key service or system is unavailable or unusable, slowing business operations. There is no some limited workaround and the issue affects multiple users or a core function. Issues at this level are escalated asap.
Medium (Severity 3)
An important part of your system is significantly affected, preventing critical functions but a temporary workaround may exist. The issue impacts operations but does not bring everything to a halt.
Low (Severity 4)
A condition where workflow is impacted for individual users, or non-critical areas are affected but business can continue. A workaround is often available and work can proceed with minimal disruption.
Using clear severity definitions helps us respond appropriately to each request. Mis-labelling a ticket can result in unnecessary reassignment or delays. If needed, we may adjust the severity level internally based on impact and urgency
Help us fix it faster
(attach a screenshot or recording)
The fastest tickets to solve are the ones where we can see what you’re seeing.
- Screenshot (quickest)
Press Win + Shift + S (Snipping Tool), drag to select the area, then save and atach to the ticket.
- Record a short video (best for “it only happens when…”)
Open Snipping Tool → choose the Video/Record option → New → select the area → Start → reproduce the issue → Stop → save the MP4. file and attach to the ticket.
- Steps Recorder / PSR (older but still handy)
Search Steps Recorder / PSR, click Start Record, reproduce the issue, then Save (it captures screenshots + written steps).
Note: Microsoft has deprecated PSR but it may be still in Windows 10.
Windows 11 recommends Snipping Tool.
Upload it to the ticket
Use the form’s attachment/upload field to add your images/video, or if you already have an open ticket, reply to the existing ticket email thread so everything stays together.
Quick sanity rules
Don’t include passwords or sensitive data (blur if needed).
Include: what you expected, what happened, and the exact error message (screenshot helps).
Important Booking Notice
Please do not raise a ticket or email to request a support booking—such requests will not be actioned. All support sessions must be booked through the online booking system linked under our Get Support pages. Using the booking system ensures your session is scheduled correctly, confirms that you have accepted our Terms of Service, and avoids conflicts with other customers’ appointments. Our subject matter experts work on multiple projects and commitments, so their time is limited. Thank you for helping us provide fair and efficient support by using the booking system.