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Best for anything that needs tracking: bugs, access problems, data issues, or deployment questions. You get a reference and a link to follow progress.
Support centre
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Search the documentation, open a tracked ticket, or chat with the team during working hours. Tickets are answered within 24 hours on business days.
Track a ticket
Already raised something? Look it up with your reference number and email address to read replies and add more detail.
Chat with us
Quick questions during 8:00–17:00 WAT, Monday to Friday. We can turn the conversation into a ticket if it needs following up.
Answers people look for most
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Support FAQ
Common questions
Our standard target is 24 hours during business hours (Monday to Friday, 8:00–17:00 WAT). Critical tickets — where a live campaign is stopped or data is at risk — are targeted at 4 hours. Response targets apply to clients with an active support agreement; enquiries from others are answered on a best-effort basis.
Use Find my ticket on the support page. Enter your reference number (it looks like SRB-26-XXXXXX) and the email address you used, and we will take you straight back to the thread. If you have lost the reference too, open a new ticket and mention it — we will link them together.
Yes, and please do. Screenshots and log files usually cut the back-and-forth substantially. Accepted formats are PNG, JPG, PDF, CSV, XLSX, TXT, LOG, and ZIP, up to 10 MB per file. You can attach a file to the original ticket and to any reply.
No. Chat is staffed during office hours only. If you start a conversation outside those hours you will get an automatic reply explaining that, and we will pick it up the next business morning — so leave your email address. For anything urgent outside hours, open a ticket rather than using chat, because tickets are triaged by priority.
Campaign periods are treated differently from normal operations. For clients with a support agreement covering an active campaign we agree escalation contacts and response targets in advance, in writing, before the cycle starts. Critical issues during a live campaign are the one case where we expect to be contacted directly rather than through the normal queue.
What to expect
Our response commitments
Critical
4 hours
Campaign is stopped or data is at risk
High
8 hours
A core function is broken for many users
Normal
24 hours
Something is wrong but there is a workaround
Low
3 business days
Questions, requests, and improvements
Targets are first-response times during business hours (Mon–Fri, 8:00–17:00 WAT, Monday to Friday).