Technical Support

Support is a vital element of our service. With all our products we start the development process with support in mind. In our opinion it is better to build a reliable, supportable system rather than invest heavily in a support infrastructure. However things do, occasionally go wrong.

Our support desk is manned during office hours and can be contacted by a number of methods: Telephone, Email or indeed you could use the feedback system within EnCompass software package.

If you need support now please send us a message.

Each of our products has a support system which utilizes our own internet server infrastructure (the geographic diversity and redundant nature of our server infrastructure emphasizes our commitment to a genuine capability). In our experience most support issues can be solved with a short telephone conversation, however, some are more complex and we may need to use our dial-in facility to investigate further.

Finally we may need to supply replacement hardware, if this is the case we just invoke the support contract that comes with the system. We always hold stock of replacement hardware and can have a serviceable replacement with you the next working day.

We explain elsewhere on this website that we are based deep in the Norfolk countryside. We have a great working environment but there is a downside: our electricity supply is not as reliable as ... our software! Our support desk would be rather ineffectual without power to our telephone exchange and our computers. Accordingly we have our own diesel generator that will auto start when a power failure occurs. All our systems run on standby power including the kettle!