Your Support

Support from Newedge when you need it

Dedicated On-Line Support

Our Customer Services Support Team is available between 9:00am and 5:30pm Monday-Friday (defined as office hours) excluding bank holidays and holiday office closures, responses will only be provided during these times.
In order to get the best service from Newedge we ask that you always provide as much information as possible as to the services required or the difficulties you may be encountering.
Our Support Portal is a dedicated support portal for you to review our knowledge base which has been designed to help you to manage your own website and to enable you to raise and manage all your support related enquiries.
We ask for your help when contacting our support team to ensure that we are able to allocate to the right team member and to you ticket and ensure a timely response to your ticket.

How you can help to resolve your problem quickly

  1. Register with your primary work email address as this ensures that your enquiries can be routed without delay and that all of your named support contacts have shared visibility of each other’s tickets.
  2. Tickets logged via our online system can be made 24-7, 365 days of the year and will automatically generate a unique reference number, which should be quoted in all further communications relating to the issue logged.
  3. The online ticketing system is the best method of notifying Newedge of any support related issues. It is visible to all of the Newedge customer services support team. Telephone calls may not be received by a member of the support team and may result in delay in processing your request.  Emailing team members direct may not get pick up during holidays, absences, breaks etc.
  4. We discourage support related issues via the telephone as our support team do not receive incoming calls. We request that support related issues use the on-line ticketing system.
  5. As a matter of course we will normally direct customers calling direct to raise a support ticket to ensure that all the relevant information is correctly captured and a suitable member of the team is able to deal direct with the request.
  6. All tickets will receive an initial response within the agreed timeframe during the staffed hours to confirm receipt of the support ticket and confirmation of which member of the customer services support team has been allocated the ticket.
  7. Requests for additional work which is outside of your monthly support package will be scheduled according to an assigned priority and availability of staff resources and will receive a separate proposal.
  8. We will always endeavour to deal with your ticket in a timely, friendly and professional manner.

Our Support Team is here to help

Sometimes despite best endeavours things can and do go wrong.
No matter what the problem is with your website our support team are here to help.
We provide our customers with Design, Development, Hosting and Digital Marketing Solutions.
If you have a problem with any of the services that we are providing our dedicated support team will ensure that right person is allocated to you to help solve the problem.
Even if you do not have a separate support agreement with Newedge our dedicated support team will be on-line to help.

Our support team ensure that we cover the following for you with or without a separate agreement in place:

  • All fixes relating to accepted functionality / content developed by Newedge
  • Hosting related issues
  • Email hosting related issues
  • Requests for minor content changes (such as an image change, or wording)
  • Advice on usage of the CMS and the Newedge developed pages
  • Additional training on your CMS
  • Setup of hosted email accounts

We can help with all your website needs

Sometimes your problem may not be support related but instead functional or development related. We are still available to help and one of our design or marketing team will be able to find a solution for you however the following are excluded from monthly support agreements:

  • Functional or behavioural site changes or development
  • Large scale graphical or styling changes
  • Site optimisations for browser compatibility
  • Search engine optimisation / social media interaction
  • Pay Per Click Marketing
  • Digital Marketing
  • Bugs / Issues with 3rd party services like Google Analytics

If you need our help please raise a ticket with our support team today.

Support Service Level Agreements

When you need support we are here to help, no matter what. We provide all our customers support for their website and hosting related issues.  
Download our Support Service Level Agreement documentation to see the full details of how we support your business on-line.
Supporting your website is critical to your business.  We offer two types of options to all our customers.

Ad-hoc / Pay As You Go.
This works well for many of our customers giving you them option to pay an hourly rate for any required system updates, content changes, search engine optimisation or any other type of changes/fixes required on their website as and when needed.  We charge our standard hourly rate for planned work within the development timeline and a priority charge for those that require more urgent action.

Monthly support and maintenance package.
Details of these can be seen below.  A monthly plan is more cost effective if you have more frequent updates or you require the comfort of knowing our support team is available at short notice.

 

Ideal for brochure websites, blogs and smaller businesses

  • 1 day response time
  • 90 minutes of 'FREE' maintenance & support per month
  • Maximum 10 working day resolution (depending on the scale and amount of work)

£50+vat PCM

Enquire now

PRO

Premium Ideal for busy websites and web applications

  • 4 hour response time
  • 180 minutes of 'FREE' maintenance & support per month
  • Maximum of 7 working day resolution (depending on the scale and amount of work)

£100+vat PCM

Enquire now

Ideal for large lead generation websites and business critical applications

  • 1 hour response time
  • 240 minutes of FREE maintenance & support per month
  • Monthly site health check for broken links and contact for functionality
  • 24/7 site uptime monitoring
  • Maximum 5 working day resolution (depending on the scale and amount of work)

£250+vat PCM

Enquire now

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