How it works
Getting help, from start to finish
No phone menus, no jargon, and no work happening on your computer that you cannot see.
Step 1
Create your account
Register with your email address and verify it. Your account is where every ticket, quote and invoice reference lives, so you always have the full history.
Step 2
Raise a ticket
Describe the problem in your own words. Tell us what device and operating system you are on, and attach a photo of any error message — that alone often saves a round trip.
Step 3
We pick it up
Your ticket goes into our queue and is assigned to someone on the team. You will see who is handling it and what its current status is.
Step 4
We work through it together
We reply on the ticket and you get an email. Reply in your dashboard or just hit reply on the email — both land in the same conversation, so you never have to log in if you do not want to.
Step 5
A remote session, if it helps
Some problems are far quicker to solve together. If that is the case we will ask, and a session only ever starts once you have agreed to it.
Step 6
Resolved, and recorded
When it is sorted we mark the ticket resolved. The whole history stays in your account, so if it ever comes back you are not starting from scratch.
Remote assistance
We never connect without you knowing
Remote support is the part people are rightly cautious about, so here is exactly how we handle it.
- A session only ever starts after you have explicitly agreed to it.
- You can see everything happening on your screen throughout.
- You can end the session at any moment, for any reason.
- We have no way to connect to your computer outside an agreed session.
Ready when you are
You do not need a support plan to get in touch. Tell us what is going on and we will take it from there.