How to contact support and expected response times

Public Help • Updated 23 March 2026

Choose the right support channel and understand response expectations by issue type.

Guide

Who this is for

Customers and prospects who need help with booking, proposals, billing, or delivery.

Best channel by issue type

  • **Booking and package guidance**: `/contact` or bespoke brief path.
  • **Proposal decision questions**: reply in proposal context where possible.
  • **Project delivery blockers**: project messages with clear deadline impact.
  • **Billing queries**: invoice/payment context with reference number.

What to include in your support request

  1. Organisation name.
  2. Project, order, or proposal reference.
  3. Exact issue and expected outcome.
  4. Deadline impact (if any).

Response expectations

  • Critical delivery blockers are prioritised first.
  • Requests with clear references and context resolve faster.
  • Missing reference details can delay triage.

Escalation guidance

If timeline risk is immediate, state this clearly and include date/time impact in first message.

FAQ

Where should I send urgent project issues?

Use the project-linked channel so the operations team has full context.

Can I request updates by email and portal in parallel?

Use one primary thread where possible to avoid conflicting instructions.

Why was I asked for more details before support action?

Support needs record context to route and resolve correctly.

Frequently asked questions

Where should I send urgent project issues?
Use the project-linked channel so the operations team has full context.
Can I request updates by email and portal in parallel?
Use one primary thread where possible to avoid conflicting instructions.
Why was I asked for more details before support action?
Support needs record context to route and resolve correctly.