When a case is opened, you will receive an automated email informing you of the case reference number that we use to track your case.
Your case is looked at individually and assessed. If your problem is caused by a server or software fault that is causing your site's visitors to be unable to access parts of your site, we will take steps to address the issue immediately. Otherwise, your case will be reviewed by a member of our team and assigned as appropriate. This may take a day or two, so please allow us the time to give your case the attention it deserves.
If you have requested the creation of a resource folder, please note that we aim to address these cases immediately.
Once your case is diagnosed, we will take steps to resolve your problem. Case resolution may mean:
- Answering your question
- Making a configuration change on the servers to facilitate your request
- Diagnosing and resolving a problem in the software that runs your website
- Providing a quotation for the work involved to service your request
- Closing the case as invalid, as a duplicate, or as something that we do not support
If the case is a question and we answer it, we will close the case automatically and send you an email telling you this. If not, upon resolution, we will send you an email requesting your confirmation that the case is resolved to your satisfaction and can be closed.
If we require more information from you in order to progress with the case, we will email you with information about what we require.
We will automatically close all cases five working days after requesting their closure, or requesting further information, if we do not receive a response to our request. Any case can easily be reopened at your request, should you require it to be.
You can find information on all outstanding cases for your site by logging on to your Support Case Summary
