1. What change is being introduced?
From 1 May 2026, we are improving how support cases that require chargeable consultancy are handled by introducing a more streamlined process.
2. Why is this change being made?
Previously, when a support query transitioned into consultancy work, it could slow progress due to multiple hand-offs. This new process reduces delays, improves clarity, and speeds up delivery.
3. What happens if my support query requires consultancy?
Your existing support ticket will be closed, and a new Services ticket will be created and passed directly to our Services team.
4. Will I need to raise a new request myself?
No, we will handle the transition for you automatically. A new Services ticket will be created on your behalf.
5. Who will manage my request after the change?
Our dedicated Services team will take over and manage your consultancy request from start to finish.
6. How quickly will I be contacted?
The Services team will contact you within 48 hours after your new Services ticket is created to discuss your requirements and next steps.
7. What will the Services team discuss with me?
They will review your requirements, provide a quotation if applicable, and agree on the next steps for delivery.
8. Will this affect the cost of consultancy work?
No, this change is focused on improving process efficiency. Any consultancy work will still be chargeable as agreed during the quotation stage.
9. Will closing my support ticket delay my request?
No — this new approach is designed to reduce delays and ensure faster progress by moving your request directly to the right team.
10. What are the benefits of this new process?
Fewer hand-offs
Faster response and delivery
Clearer ownership of your request
Improved communication
11. How long will it take to receive quote?
This can vary depending on the type of quote and the complexity of the request. We aim to get back to you as quickly as possible.
12. Will I have visibility in our support portal?
Currently no, but this may be worked in the future. Your contact will the person who has emailed you within 48 hours and will manage your request.
13. Can I escalate urgent requests?
Yes, email [email protected]