How to get in touch if you need our help, and our Customer Support opening hours
There are a number of ways in which you can access help and support 🙂
Our full library of Help Articles is available Here.
You can browse our full range of help articles either by category, or type keyword(s) into the below field to bring up any relevant articles related to that keyword:
In-app Chat Feature
At the top right of the application, there is a help button:
If you press this you will open the chat window:
You can then type your query and our Help Bot will suggest the most relevant articles:
You will then be asked to confirm if you found your answer via the suggested Help Articles, or if you would like to talk to a Customer Support agent:
If you select 'Talk to someone', the following question will appear. Please provide as much detail as you can so we can assist with your query as efficiently as possible:
You will then be connected with the next available Customer Service agent:
If you need to log off of the online chat, just let us know so we can make sure you receive any replies to your query via email.
To close the online chat, simply click on the following button in the top right-hand corner of your dashboard:
You do not need to keep the online chat window open, you can close this and continue to work on SCR Tracker. The chat window will pop up again when we send an answer to your query.
If you'd prefer to email us, send your question or problem to firstname.lastname@example.org
This will create a ticket on our system and we will then reply as soon as we can.
Tickets will be automatically closed within a few days if we do not hear back from you.
We typically offer a single training session for you and your team to get set up and onboard. If you haven't yet booked this, please see our Training Guide for information on how to book.
Sorry! Calling our team is not offered in the standard subscriptions. Please contact us via chat or email in the first instance, and we may offer to arrange to call you or set up a remote session.
Support and Maintenance Policy
To see our support and maintenance policy, including opening hours, service levels and out-of-hours support - please click here
Our support hours are as follows:
|Monday||9:00am until 5:00pm|
|Tuesday||9:00am until 5:00pm|
|Wednesday||9:00am until 5:00pm|
|Thursday||9:00am until 5:00pm|
|Friday||9:00am until 3:00pm|
Specific Closure Dates
We are not available during the Bank holidays, a few days over the Christmas period and also during the school summer holidays, we will not be available for support on Fridays.
For 2022 please see below for closure dates:
|29th July 2022||Closed|
|5th August 2022||Closed|
|12th August 2022||Closed|
|19th August 2022||Closed|
|26th August 2022||Closed|
|28th December 2022||Closed|
|29th December 2022||Closed|
|30th December 2022||Closed|