forked from sr2/www.sr2.uk
38 lines
2 KiB
Markdown
38 lines
2 KiB
Markdown
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title = 'Support'
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date = 2026-02-03T08:00:00-07:00
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description = 'Customer support contact methods and service level objectives.'
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type = "page"
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You can get support directly from our staff.
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For most customers the most efficient way to see your issue resolved will be to contact us via our support system or by
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email to contact@sr2.uk.
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Below you can also find additional options for support, and what you can expect when you contact us.
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### 1. Service Level Objective
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We aim to acknowledge all support requests within 1 working day, and in any case within 3 working days.
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For simple requests, we will aim to resolve the issue on the day of acknowledgement.
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For more complex requests, we will aim to provide an expected timeline for resolution on the day of acknowledgement.
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In any case, we expect to provide an expected timeline within 3 working days of acknowledgement of the request.
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Where the request involves billing, e.g. cancellation requests, the date of the initial request will be used when
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calculating the start date of any notice period any pro-rata amounts to be charged or refunded.
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### 2. Alternative contact methods
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In urgent cases, or if required for accessibility reasons, you may contact us by telephone on
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[+44 (0)1224 900 202](tel:+441224900202) between 10am and 5pm on working days.
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If your request is not urgent, we will log your issue within our support system to be resolved at the same speed as if
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it had been reported via email. If your use of telephone support is excessive we may ask you to purchase a support plan.
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If you require a more secure communication channel, our support plans include support via Signal or Delta Chat.
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You must purchase a support plan before these channels will be available to you.
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[Contact us](/contact/) to arrange a consultation for this.
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We are also happy to communicate with you by postal mail.
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Address your correspondence to our address as in the footer of this page and mark for the attention of the
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"SR2 Support Department".
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