Note: this trial has now finished.
In our efforts to improve the support service we provide to you, we have decided to trial the availability of live chat via the Help Centre.
How does it work?
It's very simple:
- Make sure that you are logged in to the Help Centre.
- Click either Submit a Request or Check Your Existing Requests.
- If we are available, you'll see the following button; click it to start chatting to one of our support team.
If we're not available, you'll see the following button and you should submit a ticket as normal.
Note that your chat details will be recorded in a support ticket, so you can refer back to this as you would for any other ticket.
What can it be used for?
We don't want to impose a load of rules on using chat, but please do try to use it for "quick questions" - we have to make sure that our support team are able to handle tickets as effectively as possible. We would like to think that a chat session would last no longer than 15 minutes. Anything more than this should be submitted as a ticket.
Is there a charge for using live chat?
No - this is included in your annual maintenance and support fee.
How long will the trial be available for?
The trial period will be from the 17th to the 30th of April, but this may be revised.