Support

Responsive and effective

Our support team are trained on both CommonSense and you! We hold internal briefings for every new customer to explain who you are and how you work.

So when you contact us, we understand your requirements which helps us diagnose and resolve problems more quickly.

Tracking and Solving

Every enquiry is tracked automatically but our support process is based on people so it's you and us.

We'll expect your help to understand the problem

You can expect us to resolve it to your satisfaction.

If it's a tricky one, expect a call from your account manager to discuss it and how we can resolve it quickly.

We hate you chasing us. It's a clear sign we're not communicating as well as we should so we strive to keep you up to date.

It's our fault - great!

The best problems are where we've done something wrong. That means we can fix it quickly.

If it's a software bug we'll let you know, get working on it immediately and let you know when we've fixed it. Then we'll put the patch on your test server and when you've got time you can check you're happy with the change.

Then we'll roll it out to your live server out of hours.

Finger pointing

Your environment may be complex, is the problem in our software or somewhere else? We don't care - we just want it resolved.

Once we've diagnosed the problem we'll help you resolve it. Speaking to your IT team or other vendors as required and checking back with you until you're happy.

Quality

We love fixing problems but we try to avoid them. We have a continuous testing cycle with automated and people based testing.

We're proud of our company and the solution it delivers. That pride shows itself in the quality of our software and services.