Support
Report it once, clearly, and we take it from there
Support covers fixes, operating system updates, dependency upgrades and small improvements to products we built or have taken on. Requests are handled Monday to Friday, 09:00 to 18:00 UK time.
How we triage
- Blocking
- The product is unavailable or a core journey fails for most users. Investigated first.
- Degraded
- Something is broken but there is a workaround. Scheduled into the current week.
- Minor
- Cosmetic issues and small irritations. Grouped into planned maintenance releases.
- Change
- New behaviour rather than a fault. Estimated and agreed before work starts.
What helps us help you
- What you expected and what happened instead
- Steps to reproduce, if known
- Device, operating system and app or browser version
- When it started and how many people seem affected
- Screenshots, sent by email after we reply, if useful
Please do not send passwords or personal data about your customers in a support request.