What happens after you send us a request
Updated 9 November 2026 · How we work
The life of a support request from the moment it arrives to the moment it is closed, and where you can see it all afterwards.
It helps to know what is going on behind the scenes once you have emailed or called us. Nothing about the process is complicated, but each step exists for a reason, and knowing them makes it easier to tell when something is urgent and when it can wait.
It is logged
Every request is recorded the moment it reaches us, whether it arrives by email, by phone or through a form on this site. That record is what we work from, and it is what lets us report back to you later. If you call, we write the request up while we talk, so there is nothing you need to send afterwards.
It gets a priority
A person reads the request and decides how urgent it is, using the priorities described in Our response targets and what the priorities mean. The biggest factor is how many people are stopped from working and whether there is a workaround. If you think we have the priority wrong, say so; you know your business better than we do.
You hear from a person
The first reply you get tells you what we think is wrong, what we are going to do about it and roughly how long it will take. If we need more information, this is when we ask. If we need to connect to a computer, we arrange a time, and the session only starts when you accept it on your screen.
The work is done and explained
When the fix is in, we tell you what we found and what we changed, in plain language. If the fix was a workaround rather than the real cause, we say so and tell you what the permanent fix involves. If the problem turns out to be a project rather than a quick repair, we send a quote before doing anything more.
You confirm, and we close it
We ask you to confirm that things are working before we close the request. If we do not hear back after a reminder or two, we close it and let you know, and you can always reopen it by replying.
It appears on your report
Clients on a managed plan get a short monthly report listing every request, when it arrived, when we responded and when it was closed. Patterns show up there: if the same problem keeps returning, the report says what we are doing about the cause.
Was this helpful?