Support > Customer Support

Customer Support

Christmas and New Year Support times

As with every Christmas and New Year our Support team will be on hand to help with any problem that might arise. Our support times over the festive period are;

  • Wednesday 24th December - Normal week day (7am - 7pm + Out of hours until 11pm for those customers who have purchased this service)
  • Thursday 25th December - No cover
  • Friday 26th December - Bank holiday service (answer phone at 9:30am and 4:30pm + Out of hours cover from 7am to 11pm for those customers who have purchased this service)
  • Saturday 27th December - Weekend service (answer phone at 9:30am and 4:30pm + Out of hours cover from 7am to 11pm for those customers who have purchased this service)
  • Sunday 28th December - Weekend service (answer phone at 9:30am and 4:30pm + Out of hours cover from 7am to 11pm for those customers who have purchased this service)
  • Monday 29th December - Normal week day (7am - 7pm + Out of hours until 11pm for those customers who have purchased this service)
  • Tuesday 30th December - Normal week day (7am - 7pm + Out of hours until 11pm for those customers who have purchased this service)
  • Wednesday 31st December - Normal week day (7am - 7pm + Out of hours until 11pm for those customers who have purchased this service)
  • Thursday 1st January - Bank holiday service (answer phone at 9:30am and 4:30pm + Out of hours cover from 7am to 11pm for those customers who have purchased this service)
  • Friday 2nd January - Normal week day (7am - 7pm + Out of hours until 11pm for those customers who have purchased this service)

Log a case

Please always call us if your issue is critical, so we can respond to you immediately.

What information do we need from you?

  • Your name, telephone number and e-mail address
  • The precise nature of the problem, for example the exact wording of any error messages
  • What you were doing at the time of the error message?
  • Is the problem intermittent or permanent?
The more information we have during the first contact, the quicker we will be able to resolve your issue.

You can contact the support desk in three ways:

Reporting

Gladstone Support is committed to providing our customers with as much information about their case as possible.

A number of reports are available. Please click on the links below to view examples of these reports:

In addition, an e-mail address can be added to your record within our call logging system (known as a service contact*), which then sends an e-mail when a case is raised, put on hold and closed, allowing you visibility of any cases raised within your estate.

If you would like to subscribe to any of these free of charge services, please e-mail support@gladstonemrm.com with your details.

*please note, only one e-mail address can be added against each customer.

Recommended Hardware

Gladstone recommend the following hardware and server specifications:

  1. Server recommended specification
  2. Workstation recommended specification

Feedback

We always set the highest possible standards on the service we provide, but there may be times when you feel we haven't got it right. If you ever have a problem, we want to hear about it. More importantly, we can work together to do something about it and make sure it doesn't happen again.

Product Development Requests

If you have a suggestion for our software, please raise a Product Development Request (PDR), providing details of the changes and details of the business case. Please e-mail your PDR to support@gladstonemrm.com, where you will be provided with a case reference number.

Your PDR will be sent to Gladstone's Product Development Team for prioritisation and consideration in future product releases.

Download a PDR form here.

Customer Support Hours (UK & Ireland)

The Gladstone Support desk operates from 0700 to 1900 (GMT) Monday to Friday (excluding bank holidays) and gives you direct access to a team of product and technical support consultants dedicated to resolving your problems and helping you make the most of your software.

You can contact the support desk in three ways:
At weekends, an answering machine is provided for critical and high priority issues. Messages are picked up twice a day at 0930 and 1630 and handled on a reasonable endeavors basis.

An Extended Support Service is available between 1900 and 2300 Monday to Friday and 0700 to 2300 at weekends, with direct access to a support consultant during this time.

If you would like further information regarding our extended cover, please contact us at support@gladstonemrm.com
  

Customer Support Hours (Australia)

The Gladstone Support desk in Australia operates from 0700 to 1900 (EST) Monday to Friday (excluding Public Holidays) 

You can contact the support desk in two ways: