Support Escalation

We hope that you always receive a high level of customer service from us and are happy with the way we deal with your incidents. However, if you do find yourself unhappy with the progress of your incident or feel we haven’t provided the level of service you expect, we’d encourage you to escalate your incident, so we can respond to your concerns and improve.

Reporting an incident

If you’re having a problem in the system, you must report this to us via our support team. We’ll provide you with an incident number which you can use for any further communication about the incident.

Escalating an incident

If you’re unhappy with the progress of your incident or our response, you can escalate the incident with us. Simply let our Account Management Team know you’d like to escalate your incident by emailing, and a member of our management team will work with you to find a resolution. You can also select ‘Escalate Incident’ within our Incident Portal.


Higher level escalation

We hope to have resolved your issue through the escalation process, but if you feel you need to discuss your incident further or log a formal complaint you can contact our HLE team by email at

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