Client desk
Raise it here, not in a thread
Everything below lands in our CRM against your account with a reference number you can quote. Pick the right form and it captures what we need first time, which is the difference between an answer tomorrow and four emails asking what you meant.
Select a form
Change request
For any change to work already scoped and signed — adding to it, removing from it, changing the approach, or moving the dates. Tell us what you want different and why; we will come back with what it costs and what it moves.
Acknowledged within 1 working day · costed impact assessment within 3 working days
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Your ticket ID — quote this in any follow-up
- We acknowledge by email within one working day.
- You get a costed impact assessment within three working days — what it costs, what it moves, and what it puts at risk.
- Nothing in the current plan changes until you and your approver accept it in writing.
Demo mode — this was not sent anywhere. Set endpoint in the page
configuration to connect the client desk to your CRM.
New project brief
For work we have not scoped yet, whether you are a client already or not. The more specific you are about the problem, the more useful our first reply will be.
First response within 2 working days
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Your ticket ID — quote this in any follow-up
- One of us reads it and replies within two working days.
- If it looks like a fit, we will suggest a 30-minute call — no deck, no sales engineer.
- If it is not, we will tell you why and suggest who might be better placed.
Demo mode — this was not sent anywhere. Set endpoint in the page
configuration to connect the client desk to your CRM.
Support and incidents
Something we built is not behaving. Give us enough to reproduce it and we can usually skip a whole round of questions.
S1 1 hour · S2 4 working hours · S3 1 working day · S4 3 working days
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Your ticket ID — quote this in any follow-up
- You will get an acknowledgement by email with the ticket link.
- Response times follow the severity you selected, as set out in your support schedule.
- If the severity looks wrong to us, we will say so rather than quietly change it.
Demo mode — this was not sent anywhere. Set endpoint in the page
configuration to connect the client desk to your CRM.
Access and environment request
To grant our engineers access to one of your systems, or to ask for access to something we run on your behalf. Every request is time-bound and logged.
Processed within 1 working day once your sponsor confirms
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Your ticket ID — quote this in any follow-up
- Your sponsor gets an email asking them to confirm.
- Once confirmed, access is arranged within one working day and logged against the engagement.
- It expires on the date you chose, with no action needed from you.
Demo mode — this was not sent anywhere. Set endpoint in the page
configuration to connect the client desk to your CRM.
Billing query
A question about an invoice, a purchase order, or a payment. Goes straight to accounts rather than through your delivery team.
Answered within 2 working days
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Your ticket ID — quote this in any follow-up
- Accounts picks this up and replies within two working days.
- Where an invoice needs correcting, we issue a credit note and a corrected invoice together.
Demo mode — this was not sent anywhere. Set endpoint in the page
configuration to connect the client desk to your CRM.
What you send here is stored in our CRM and used only to answer your request and run our engagement with you. See the privacy notice for how long we keep it and how to ask for it back or deleted. Prefer email? Write to [email protected].