Support when you need it
You can plan for the unexpected with our support team.
We have a fantastic in-house team of highly experienced technical people. There’s a mix of people based at our head office and field based engineers. It will depend on why you contact us, your support package level and the severity of your enquiry, as to who will resolve your issue.
We provide two levels of support as part of our maintenance contracts and you can decide which level is right for your business.
Tier 2 includes hardware and tier 1 is just for software. With both of them we are always just a phone call away.
It means you can do business knowing you have backup if something should go wrong, stop working or you need things moving or changing.
Training and day to day enquiries
If you have a new starter or you need some refresher training on an element of the system you’ve not used in a while. Or you have a general question or enquiry, you can raise a support ticket here on our website. Look for the Support Portal link at the top right of every page. Most support tickets we review straight away and we’ll keep you informed of progress, answers or scheduled call backs. Raising a ticket in this way on our system allows us to work with you to screen-share, which helps us resolve issues quickly. This level of support is included in our maintenance packages. If you don’t have a maintenance contract we charge for support.
Business-critical issues
Should a business-critical issue occur, we will make it our priority to get you back up and running as quickly as we can.
Our support tiers include remote fixes and on-site visits for fixes.
Hardware issues
With our tier 2 maintenance package you can benefit from hardware support. We stock lots of hardware items so if you have something that goes wrong you won’t have to wait extended periods for replacement items to arrive, we can do a swap in swap out service to keep you working.
Technology partner
At Fidelity, we are a family and by choosing us as your technology partner we welcome you into our family. We get to know your business and you get to know our people. It’s a relationship that can help grow your business.
Find out more about our Maintenance Contracts and pricing here.
