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Security Community Blog Support Blog

Helping you to help youself!
Created: 25 Jun 2014
Sym_Chris's picture
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Here in support, we speak to a lot of customers. We handle over 18 thousand client communications a month, via telephone, email, and online chat. It’s no wonder then, that we spend a lot of time looking at all our support data to ensure we do the right thing for you, the client.

One of the things we’ve found is that 1 in 4 support cases are not technical issues, but informational ones. put the technical folk right on the end of the phone to give you the best possible help and support. With that in mind, you may sometimes find it more convenient to use some of our other resources;

Online Help:

Online Help has been created with set up and configuration in mind. If you are a new administrator or just need a reminder of how things work, there is no better place to learn how to get the best from your services. The simple search function will take you easily to all relevant articles.

Contextual Help:

Within the customer portal, you might notice a lot of small buttons displaying a question mark. Here’s an example:

Screen Shot 2014-06-25 at 12.06.46.png

These buttons will open Online Help directly in the article relevant to that page of the portal; no searching required!

Mail Troubleshooting:

In previous blogs, we’ve talked about mail delivery issues. These are one of the most common issues our customers report to us, however rarely turn out to be connected to the service. If you or someone trying to email you have received a bounceback (NDR) message, you’ll find the following page useful:

We put together an explanation of all common mail failure messages, accompanied by advice on how to fix the issue.

For those issues that do require a support agent, we’d like to recommend Online Chat. Our customers who have used it tell us how simple, quick and easy it makes the support experience, which is something we’d like all of you to experience! You can access online chat in the customer portal, from the Support Ticketing Centre (under the Support tab) by clicking “Chat now” on the left side of the screen.

We’d love to hear from you!