We hope the Support Centre will answer most of your queries. We have a Community Slack set of channels where customers share information and we are able to provide informal information - please ask to join this by submitting a ticket. Through our extensive API and/or portal you can perform many tasks e.g. Topping up Pre-Pay
For other questions you can raise a support ticket. This document helps explain that process, how we would like you to interact with us, and how you might expect us to interact with you.
When raising a ticket through the Simwood Support Centre, please classify your ticket appropriately and note that:
|UK Office Hours||Mon - Fri (except Public Holidays): 9am - 5pm|
|OOH||Out of Office Hours - Mon: Fri 5pm to 10pm.
Sat, Sun and Public Holidays: 9am to 10pm
|NWD||Next Working Day|
|Response||We will triage the ticket and take action.
This will normally include a reply to the ticket
|Support Categories and Response Times for the UK Support Centre||Response Times|
This assumes your equipment is configured as per our Interop guide
||Office Hours||2 hours|
This is not an exhaustive set of descriptions. Please carefully consider any use of the Urgent category. Repeated incorrect use, as deemed by us, may adversely affect the level of support available to you.
The support portal is intentionally off-network and should be used to report all issues. Please provide as much information as possible. You will be invited to assign a priority to the issue and we ask that you adhere to the categories described above. You will receive a ticket number relating to this issue. Please:
- use this ticket number in the subject line of all related correspondence
- refrain opening more tickets about the same issue
Internal Escalation procedure
Where an issue cannot be resolved by first line support staff, it will be escalated within our organisation as appropriate.
Maintenance and upgrades
We aim to minimise the disruption caused by maintenance and to notify customers wherever possible although this may not always be achievable. Please see the 'Status' section on the home page of this portal for any such notifications. You may also wish to register and then click 'subscribe' within this section to be automatically e-mailed with changes.