Clients can choose the level of client support most appropriate to the needs of their business. Gladstone customer support desk offers three support cover options:

• standard service
• standard service and 'out of hours'
• hardware support

Standard service

The Gladstone support desk is open from 7am to 7pm, Monday to Friday, excluding Bank holidays. This gives you direct access to a team of staff dedicated to resolving your problems and helping you make the most of your software. An out of hours answer phone service is also provided as part of the standard service for urgent situations.

Monday - Friday (exc. bank holidays), 7am - 7pm*, office-based service
Saturday, Sunday & bank hols (exc. Xmas Day), 9.30am - 4pm*, answer phone service

Standard service and 'Out of hours'

Opting to have the 'Out of hours' support service in addition to the standard service gives you direct access to a member of the support team from 7am to 11pm, seven days a week, excluding only Christmas day. All the information in the 'Standard service' section applies.

Monday - Friday (exc. Bank hols), 7am - 7pm*, office-based service
Monday - Friday (exc. Bank hols), 7pm - 11pm*, mobile-based service
Saturday, Sunday & Bank hols (exc. Xmas day), 7am - 11pm*, mobile-based service

Hardware support

Gladstone can provide hardware support covering PC hardware and peripheral equipment. The Gladstone support desk provides telephone support during the standard support hours; should the problem not be resolved over the phone we have a national network of third party technical engineers providing an on site repair and loan service Monday - Friday, 9am - 5pm.*

The 'out of hours' and hardware support service is available to any customer holding a current standard service agreement. You can obtain a quote for the addition of these services by contacting a Gladstone representative on: +44 (0)1491 201010 and speaking to a member of the Sales Team. Alternatively they can be contacted via email on sales@gladstonemrm.com

Contacting customer support

From the UK please call

T: +44 (0)8451 201011
F: +44 (0)1491 201020
E: support@gladstonemrm.com
Support mobile: this is given at the time that the 'out of hours' service is purchased.

From Ireland please call

T: +353 (0)1 842 4722

There are several things that you as the customer can do to help the Gladstone customer support team to ensure that calls are resolved successfully in the minimal time frame:

Making contact

• call from the phone next to the computer on which you are experiencing the problem
• for each call you should be given a call reference number, please quote it in any conversation or correspondence made in relation to the call as this allows easy tracking
• 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 where to locate the staff member that knows any administrator or master passwords for both your network and your software

Caller

• are you the correct person to make the call? 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?

All times are local time (GMT or BST)