Support Services

You can choose the most appropriate level of support cover to meet the needs of your business. The Gladstone Service Desk offers the following support services:

Standard service cover

The Gladstone Service desk operates during the following standard hours of business and gives you direct access to a team of product and technical analysts dedicated to resolving your problems and helping you make the most of your software.

• 7:00 to 19:00 (UTC) - Monday to Friday (exc. bank holidays)

The emergency out-of-hours answerphone service is provided as standard for urgent situations. The answer phone messages are collected twice a day as detailed below. This service is strictly for critical and high priority queries and is handled on a reasonable endeavours basis.

• 9:30 & 16:40 (UTC) - Saturday, Sunday & UK bank holidays (exc. Christmas Day)

You can report your problem via telephone, email or via a customer web portal which also allows you to keep track of your support cases online and provide updates.

Extended service cover

If you would like to talk to our team at weekends, bank holidays and later in the evening please talk to your account manager about our Extended Service Cover or contact us using the details below.

Hardware support cover

Gladstone can provide hardware support covering Servers, desktop PCs, printers, card readers, cash drawers, touchscreens, Kiosks and barriers. The Gladstone Service Desk provides telephone support during the standard support hours; should the problem not be resolved over the phone we have a national network of technical engineers providing an on site repair and loan service.

Contact details

You can contact the Gladstone Service Desk as follows:

By means of a customer web portal (log in required, details available on request)

By email support@gladstonemrm.com

By telephone

• +44 (0)8451 201011 (UK)

• +353 (0)1 842 4722 (Ireland)

By fax +44 (0)1491 201020

For all other queries please contact Sales on +44 (0) 1491 201010.

There are several things that you as the customer can do to help ensure that calls are successfully resolved as quickly as possible.

Making contact

• Please report your case by telephone if your query is Critical or High Priority

• Please use a telephone next to the computer on which you are experiencing the problem

For each call you should be given a call reference number for ease of tracking:

• Please have it to hand for telephone conversations

• Please keep this in the subject line of related emails

• Be aware that our busiest periods are between 9am and 11am and our busiest days are always Direct Debit days (usually around the 1st of the month). If your call is of a non-urgent nature, please avoid these times

Information

• Know the precise nature of the problem, for example, the exact wording of any error messages

• Check how many PCs are affected, one or many?

• Check is the problem permanent or intermittent?

• Make sure you know the details of your remote access availability, i.e. your modem location, number and any related passwords

• Make sure you know how to contact the staff member that knows any administrator or master passwords for both your network and your software

Caller

• Are you the most suitable person to report the case? Have you experienced the problem, can you fully explain it to the support team and have you sufficient computer and system knowledge to follow their instructions and answer queries about the issue?