[skip to main content]

Online Support Centre

Our Online Support System is our main centre for Customer Support. Clients can can login to their own Account User Area and raise Support Tickets to inform us of any issues or problems they might be experiencing. Our dedicated support team will then respond by email at their earliest convenience. This Online Email Support Centre is normally available 9am to 5pm Monday to Friday excluding public holidays. Each License comes with 20 free Support Credits but extra Support Credit Packs can be purchased if required.

For the Online Support Centre we apply the following support credit charges for the following services;

  • System Error Reporting - 0 Credits
  • General Feedback - 0 Credits
  • Sales Enquiries - 0 Credits
  • Advice/Instruction/Training - 10 Credits
  • Upload of Compatible .csv or .txt Mailing List - 20 Credits
  • Bespoke Header Image Artwork - 50 Credits
  • Additional Bespoke Template - 100 Credits

Telephone Support From Our Dedicated Team

Clients have the option of not using our Online Email Support Centre and contacting our dedicated UK-based Telephone Support team on a dedicated number that our clients can access when they login to their own Account User Area… but please note that this alternative service comes at double the Online Email Support Credit charge. Telephone Support is normally available 9am to 5pm Monday to Friday excluding public holidays. Each License comes with 20 free Support Credits but extra Support Credit Packs can be purchased if required.

For Telephone Support we apply the following support credit charges for the following services;

  • System Error Reporting - 0 Credits
  • General Feedback - 0 Credits
  • Sales Enquiries - 0 Credits
  • Advice/Instruction/Training - 20 Credits
  • Upload of Compatible .csv or .txt Mailing List - 30 Credits
  • Bespoke Header Image Artwork - 60 Credits
  • Additional Bespoke Template - 110 Credits

Please note that when you contact Telephone Support it will be charged to your account at the rate of 20 credits per time unit of up to 10 minutes. If we receive a telephone support call then we will log in to your account account and advise you of your Support Credit Balance and if you need to purchase any additional Support Credits before we can process your telephone support request. We will then update the Support Credits Balance by deducting the Appropriate Amount of Credits for the Telephone Support provided.

Abuse of the System and Being Reported For Blacklisting

SPAM is one of the scourges of the internet and ISPs and many bodies are taking serious and severe actions to stop and prevent instances of what they term abuse. They have the power and the will to block emails being delivered or sent when instances of spamming are reported. This is out of our control. Therefore if you are reported for spamming, then your account will be suspended immediately until a thorough investigation is undertaken. During this period of suspension or if, as a result of our investigation, we have to cancel your license because of your failure to comply with our Terms and Conditions, you will not be entitled to any refund whatsoever. Clients can access useful resources and advice on good practice in the Help Centre when they login to their own Account User Area.

Help Centre Advice and Tutorials To Help You Get Started

We have created an information resource in a Help Centre for our clients where they can access a small library of useful articles to assist them with topics such as getting started and using the system to its full advantage. Clients can access these when they login to their own Account User Area.

Frequently Asked Questions

One very useful facility in our Help Centre is the presence of FAQs… 'Frequently Asked Questions'. These tend to be very relevant because they are answers to queries raised by our customers who are actually using the system. Clients can access these when they login to their own Account User Area.

Our Current System Status Report

We provide a current system status report for our Clients which is reported on the main website and can also be accessed when they login to their own Account User Area.

Notification on Planned and Unplanned Systems Maintenance

From time to time there will be the need for periods of planned maintenance and upgrade and possibly on rare occasions, for urgent unplanned maintenance to take place without warning. We will endeavour to advise you in advance by email of any scheduled maintenance work that is planned. Clients can also access notification of planned maintenance when they login to their own Account User Area.