Sicon Additions Support Call Logging Procedures


E: support@sicon.co.uk T: 0345 1300 188 T: 01284 722850

Support Hours

9.00 am – 5.00 pm Monday to Friday (excluding Public Bank Holidays)

NB: please do not contact Consultants directly as this will cause a delay in response times.

Information

When logging a support call, please have the following information available, (where relevant to the fault being logged):

  • Email address for Sicon Case Reference details to be sent to
  • Correct telephone number for Sicon Support Consultants to contact o Sicon Product and Software version number
  • A detailed description of the fault / query you are reporting
  • End user details (if different from the caller)

Log a Support Call: Understanding our Support Procedure

Your call will be logged and a case reference assigned. You will be emailed confirmation of the case along with a case reference number. We will not usually put you through to a Sicon Support Consultant immediately, as they are usually busy with other calls and we try to deal with calls in the order that they are received. If you are only available for a limited time, please make this clear when logging your case. If the matter is stopping your system from operating, please make this clear. If you have any queries, please quote your case reference number.

What do our support procedures involve?

Within four hours we will aim to do the following:

  • Understand what the query is.
  • Send you a communication summarising the above and the outcome. If a problem has been found, we will detail how we plan to fix it or provide you with a work around where necessary.

Customers with current support contracts will take priority over non-contract customer calls. We endeavour to answer all calls within four hours, but we aim to respond to business critical calls within one hour if not sooner. For further information, please refer to the Sicon Support Service Levels.

Terms and Conditions are available upon request or via our website here

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