Phone
The right choice when trading is affected. Speak to somebody who can act rather than somebody who can log it.
Best for anything urgent
Support
You reach the people who run your service
Not a general queue, not a chatbot, and not a first line that has to escalate before anything can happen. Your contact already knows your configuration, and the team that answers is the team that can fix it.
Three ways in, all of them real
Use whichever suits the moment. Everything ends up on the same record, so nothing is lost between channels.
For anything that needs detail, a screenshot or a document. Written down, so nothing is misremembered later.
Best for detail
A ticket in your portal
Raise it, watch it, and read the history afterwards. The record is yours as well as ours.
Best for tracking
How we decide what comes first
Every request is triaged against the same three levels. You do not have to work out which one applies. Tell us the effect on your business and we will classify it.
Critical
You cannot trade. The service is unavailable or unusable for everyone.
Looks like
- Nobody can sign in
- The till will not complete a sale
- Data appears to be missing
What we do
Worked immediately, out of hours included, with somebody keeping you informed while it is in progress.
High
You can trade, but something important is broken or a workaround is costing you real time.
Looks like
- One branch is affected
- A report or export is failing
- A member of staff has lost access
What we do
Prioritised ahead of routine work during working hours, with a plan given to you rather than silence.
Normal
A question, a change, or something you would like improved.
Looks like
- How do I set up a new user
- Please add a branch
- Can we change the invoice layout
What we do
Scheduled and answered in turn. You get a real answer from somebody who knows your setup, not a link to a help article.
The time we commit to for each level is written into your service level agreement, so it is a contractual term rather than a claim on a web page. Ask us for the current agreement before you sign anything. Read the service level agreement
More than fixing what is broken
A managed service that only responds to failures is half a service.
Anything about the service we run
Availability, performance, backups, certificates, updates, domains and branding. If it is part of Managed Cloud, it is ours to resolve.
Using Stockovaa itself
How to set up a user, configure a branch, fix a report or find a figure. Product questions are support questions, not somebody else's department.
Changes to your account
New branch, new till, changed permissions, a member of staff leaving. Tell us and we will make the change with you.
Training when your team changes
A new manager should not have to learn the system by trial and error. Ask and we will walk them through it.
When we are available
Monitoring never stops. Neither does the response to a critical issue.
Availability checks run continuously, because that is what monitoring means. A critical issue is worked when it happens rather than when the office opens. Routine questions are answered during working hours, and your agreement sets out both.
- Availability is monitored around the clock, every day of the year
- A critical issue raises an on-call person immediately
- Routine questions and changes are handled during working hours
- Your exact hours and response targets are in your service level agreement
Making it faster
Four things that get you an answer sooner
None of these are required. They just remove a round trip.
- Tell us the effect on your business first, then the technical detail
- Say which branch and which member of staff is affected
- Tell us roughly when it started and what changed around then
- A screenshot of the actual error beats a description of it every time
About support specifically
The rest are on the FAQ page, grouped by subject.
Included. There is no per ticket fee and no per call fee. Priority support is part of the Managed Cloud service and it is not a tier you can be sold out of.
You get a named contact who knows your account, and a small team around them who also know it. The point is that nobody asks you to explain your business from scratch.
Your working hours and the out of hours arrangement are set out in your service level agreement. What is constant is that monitoring runs continuously and a critical issue raises somebody immediately.
Yes, for the contacts you nominate. Most customers nominate two or three people so support does not depend on one person being available.
Within reason, yes. If your connection is down or a printer has stopped talking to the till, we will help you work out where the problem is rather than telling you it is not ours.
Something wrong right now?
If you are already a Managed Cloud customer, call us. If you are not yet, tell us about your business and we will explain exactly what support would look like for you.