What happens after you raise a ticket

1. You get a ticket number. We email you straight away to confirm we've received your request.
2. We respond. A member of our team reviews your ticket, confirms the priority and tells you what happens next.
3. We keep you updated at the intervals set for your ticket's priority. If we need anything from you, we ask in the ticket.
4. We resolve it, with a fix or a workaround you're happy with, and tell you what was done.
5. You confirm. If we haven't heard back within 3 business days of resolving it, the ticket closes. You can reply at any time to reopen it.

After a P1 (critical) issue, we send you a written summary of the cause and the fix within 5 business days.