Sicon Additions Support Call Logging Procedures

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
  • 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 on our website here

Have you checked the Known Issues?

Known issues are issues that have previously been reported and may require development to resolve, but have minimal impact on the software or user process. Generally they are either a cosmetic issue or have a suitable workaround available, which is detailed on each known issue entry. As such, they are not prioritised for a resolution and any linked Support case will given a link to this website and the case will be closed.

Instead, Sicon dedicate development resource at regular intervals throughout the year to resolving known issues. This allows our finite development resource to be predominantly focused on high-impact issues and development. Once an issue is resolved, the website will be updated to reflect which version the update has been applied to; the Sicon Release Notes will also continue to contain all fixes.

Sicon Known Issues