From Saturday March 18th we will be making a change to our weekend support availability. Support at the weekends will be offered from 9.30 a.m. until 5.30 p.m. As ever, we’ll offer both email and phone support, except for bank holidays, where we offer only email support.
We’re making these changes in an effort to be better match our support staffing capabilities against the actual demand from our clients. In 2016 we conducted an extensive review of the inbound demand for our support team over both email and phone. As a result we identified clear opportunities to improve both our support response times and support quality levels.
Throughout 2017 we’re also actively increasing the total head count of our support team. This means that in 2017, not only will our team have highest number of employees in our sixteen year history, but it will also be our highest ever ratio of active clients:support agents.
As ever our control panel, knowledge base and site are available 24/7 for self service items. Our serverwatch team is unaffected – our servers and network are monitored around the clock for fault, with on call engineers ready to respond should the need arise.