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support desk

Every request gets a number, a deadline and an engineer.

Report an incident, ask about a system we delivered or follow up a request you have already sent. Critical incidents receive a first response within 4 hours, every day of the week. Everything else within one business day.

Already sent a request? Check its status

response times

First response, committed in advance.

These are first-response times from an engineer. Resolution targets, escalation and support hours for your systems follow your support agreement.

Critical
4 hours
A production system is down, data is at risk, a security incident is under way or a regulatory submission is blocked. Every day of the week.
Everything else
1 business day
Degraded functions, changes, access requests, questions about a delivered system and evaluations. Monday to Friday.

open a ticket

Tell us what is happening.

A system is down, degraded or behaving unexpectedly. Describe what is affected, the business impact and when it began. If a production system is down or data is at risk, say so in the first line.

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how the desk works

From your message to a named engineer.

  1. 01

    You describe the issue

    Choose the scenario and describe the affected system and its impact. A contract or licence number, if you have one, moves the request up the queue.

  2. 02

    You receive a ticket number

    The number appears the moment you send the form, with the time by which you will hear from us. It opens the status page and identifies the request in every conversation.

  3. 03

    An engineer takes it

    An assistant sorts each request by urgency and system so it reaches the right engineer first. A person reads every request and writes every reply.