We are very proud of the levels of product support that we provide and are committed to continuing those levels of service as a critical part of our offering. Since we do not charge for any level of support at this time, we do not provide a service level commitment but we have never taken more than a few hours to respond positively to a support request.
In order to help us maintain a responsive and effective operation, we would now ask you to follow these steps when seeking support.
1.
If you are unable to trade, please call 01844 212577 or 07973 332792 outside business hours. It is very likely that through our monitoring technology, we are already aware of the situation and taking steps to address it, in which case you may be directed to voicemail.
2.
If you are unable to contact us immediately, please check our Facebook group for status updates.
3.
In all other cases, please send an email to support@tillex.co.uk. You should expect to receive an initial response within the next half business day – i.e. if you email at 10am, expect a response between 1pm and 5pm. This is the fastest way to guarantee a response since if you mail a staff member directly, it may take longer to process your request.
4.
It is really helpful to us if you spend a little time trying to self-medicate – is there really an issue or is it just correct behaviour that you didn’t expect? If in any doubt, or you have what you feel is useful input, please do send an email or post to the Facebook group.
5.
When sending an email to support, please take note of the following:
- If you are asking how to achieve something, please check the Facebook group or previous communications to see if your question has already been answered.
- If you are asking how to achieve something or whether something is possible and the priority is low, post to the Facebook group.
- If the product is providing an error message or is rendering incorrectly, please include a screen shot.
- If the product is responding incorrectly to input, please provide a short video of the screen taken with a mobile phone. It is very likely that product errors will be data/context specific and a video allows us to view those without requiring you to go through the trauma of describing them in English.
- Where you do need to describe an issue, please try to describe it in the way you might to a Martian or a four year old with simple 1 line steps and include some information on what you are trying to achieve, in case there is an alternative way to meet your need.
- If you have an idea or a need for a new feature, please also email support but expect a longer response time.
User Issue Outline
