How to Raise a Support Ticket
If you experience any issues or need assistance, you can raise a support ticket by:
- Emailing help@surecloud.com
- Submitting a support request form here: Submit a Support Request
How Support Tickets Are Handled
All support tickets are received in our designated support platform, where they are assigned a unique reference number and queued for processing. Each ticket is reviewed by the relevant team or individual, depending on the nature of the request.
Process:
- Upon submission, you will receive an initial acknowledgment.
- Regular updates will follow to keep you informed about the status and progress of your request.
Support Hours:
Our support team is available Monday to Friday, 9:00 AM to 5:00 PM GMT.
Structuring a Support Ticket
To ensure your support request is resolved as efficiently as possible, it’s crucial to provide sufficient detail in your ticket. This reduces the need for follow-up questions and allows the support team to start their investigation promptly.
Include the Following in Your Ticket:
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Description: Provide a detailed breakdown of the issue or request. Be clear and specific about:
- What you are trying to achieve.
- Why you are unable to complete the desired action.
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Supporting Evidence: Include any information that may help identify the problem. Examples include:
- Screenshots or video recordings that demonstrate the issue.
- Any steps you’ve already taken to troubleshoot the problem.
Providing this information will help our team quickly and accurately diagnose and resolve your issue. Let us know if you have any additional questions or concerns.