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Support

Existing and new customers with support enquiries can contact us by telephone or email (see Contact Us page for contact details).

Our support team are available daily from 9am to 5pm (UK time) excluding weekends and public holidays. Support outside these hours may be available by prior arrangement. Support enquiries and incidents may be logged online at any time.

Illuminaries support contracts allow clients to buy an agreed amount of support time each quarter. This may be called off for helpdesk enquiries (telephone, email), bug fixing, enhancements and site visits. Unused support time in any quarter is carried over to the next quarter. Any excess time required (by prior agreement with the customer) is billed at the end of the quarter.

Customers who prefer not to take out a support contract with us can still receive support for their systems from Illuminaries and will be charged on a time and materials basis with a minimum call out fee. Response may not be as rapid in this instance as priority is given to support contract holders.