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.
When logging a support call, please have the following information available, (where relevant to the fault being logged):
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.
Within four hours we will aim to do the following:
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