Trust
Support and Escalation
How to reach us, what to include so a problem can be fixed quickly, how issues are prioritised, and what to do if you are not satisfied with the response.
How to reach us
Support requests go through our contact page. Clients with an agreed escalation contact should use the arrangements set out in their onboarding pack.
Support hours: 24 hours a day, seven days a week. Any response commitments applicable to your account are stated in your order form; we do not publish response times we have not committed to.
If calls are not reaching your business at all, say so in the first line of your message. That is the situation we treat most urgently, and the fastest fix is often reverting your routing while we investigate.
What to include in a report
A report with these details can usually be diagnosed on the first pass. Without them, the first response is a request for more information, which costs you time.
- The date and approximate time of the call, and the number involved if known
- What the caller wanted and what you expected to happen
- What actually happened, in the caller’s terms rather than in technical language
- Whether it has happened before, and roughly how often
- Whether the booking or enquiry record appeared in your systems
- Any message shown by your calendar or CRM
- Who reported it, so we can ask follow-up questions
How we prioritise
Issues are ranked by their effect on your callers rather than by how difficult they are to fix. Anything preventing calls from being answered comes first.
| Level | Examples | Our approach |
|---|---|---|
| Service affecting | Calls not being answered, transfers failing, escalations not reaching anyone | Investigated immediately, with routing reverted if that restores service faster |
| Data affecting | Bookings not written, enquiry records missing or going to the wrong destination | Investigated urgently, with the affected records identified so you can act |
| Quality | Wording that misleads, questions asked in the wrong order, calls running long | Diagnosed and corrected as a configuration change, then retested |
| Change request | New enquiry types, new destinations, revised business rules | Scheduled as work rather than treated as a fault, and confirmed with you first |
| Question | How something works, or how to make a change yourself | Answered, and added to your documentation if it is likely to recur |
Where a fault is caused by a third party, such as a telco or an integrated platform, we will tell you that plainly, along with what we are doing and what only they can resolve.
If you are not satisfied
Tell us. Complaints go through our contact page, marked for the attention of a manager, and we would rather hear about a problem early than discover it in a cancellation notice.
We will acknowledge your complaint, tell you who is handling it, investigate what happened, and give you a written response setting out what we found and what we are doing. If the answer is that we got it wrong, we will say so.
Data protection concerns have their own route. Complaints about how personal data has been handled should go to our data protection officer, whose details are on our privacy policy page. If you remain dissatisfied, you may raise the matter with the Personal Data Protection Commission.
Frequently asked questions
How quickly will you respond?
Any response commitments applicable to your account are in your order form. We publish no general figure, because a promised time we have not committed to is worth nothing to you.
Can we make changes ourselves?
What you can adjust directly depends on your setup, and we will show you during onboarding. Anything affecting escalation rules should be a deliberate, reviewed change.
What if calls stop being answered?
Contact us immediately and revert your routing if you can. We document the rollback steps before go-live precisely so this does not require us to be available first.
Is training included?
Onboarding covers how your team works with the service. Our guidance on training your team covers the practical habits worth establishing.
How do we request a new call flow?
Send the enquiry type and the outcome you want. Substantial new flows are scoped and agreed in writing, as set out in our terms of service.
Do you review our deployment periodically?
We recommend a review against actual caller behaviour, using the measures in measuring call handling performance. The frequency is agreed with you.
This page was last updated on 27 July 2026.
Related pages
Ask how support works before you need it
We will set out who you would reach, when, and what happens on the day something goes wrong, so it is not a question you first ask during an incident.