A clear route to assistance for your supported services.

Providing a clear description helps us assess the issue and identify the appropriate action.

Please include:

• Your name, organisation and authorised contact details.
• The affected website, application or environment.
• A short description of the issue or request.
• When the issue began, including the time zone.
• The users or business activities affected.
• Whether the issue is continuous or intermittent.
• Relevant steps, error messages or sanitised screenshots.
• Any recent changes that may be connected.
• An existing request reference, if you are following up.

Where the issue affects a particular device or browser, include the relevant version if known.

Please keep related updates within the existing support conversation where possible.

Do not include passwords, authentication codes, private keys, payment-card details or sensitive personal records in a routine support request.

Remove confidential information from screenshots and error messages before sharing them. If investigation requires protected information or temporary access, we will agree an appropriate exchange method and authorisation process.

Never publish credentials or technical incident details through public comments or social media.

Priority is assessed according to the service agreement and the actual effect on the supported system.

Relevant considerations include:

• Whether a service is unavailable or significantly impaired.
• The number of users and functions affected.
• The consequences for business operations.
• Whether a practical workaround exists.
• Any suspected compromise of information or access.

A request marked urgent is assessed against these criteria. Planned publication dates and new feature deadlines are considered through the relevant content or delivery process.

Support availability is specific to your agreement. It includes the applicable service hours, time zone, holiday arrangements and escalation route.

Automated monitoring or message receipt does not, by itself, indicate that a person is reviewing an issue outside those hours.

Response commitments concern the initial handling of a request. Restoration and resolution depend on the issue, access and third-party dependencies, together with any separate commitments in your agreement.

For an incident requiring immediate escalation, follow the procedure supplied for your account.

If you suspect unauthorised access, exposed credentials or a compromise affecting a supported service, use your designated incident or escalation channel promptly.

Provide a concise description of what you observed and when. Share sensitive evidence only through the authorised method agreed with the response team.

Follow your organisation’s incident procedures and preserve relevant records. Coordinate changes to affected systems with the responsible technical team so that containment and investigation can proceed together.

Refer to the escalation details in your service agreement or onboarding information.

Include the original request reference, the current business impact and the reason further attention is needed. Your designated service lead can coordinate the next step within the agreed escalation process.

If you cannot locate your support details, ask your organisation’s nominated Greenovus contact or use Contact and Project Enquiries to request that the appropriate contact route be re-established. The general enquiry form should not be relied upon for urgent incident response.

Some requests may involve unsupported systems, new functionality or activities beyond your service allowance.

Where this applies, we will explain the scope position and identify any assessment, quotation or authorisation required before additional work proceeds.

Defects covered by an applicable warranty are handled under those warranty terms.