Dedicated on-line support

Our Customer Service Support Team is available between 9:00am and 5:00pm Monday-Friday (defined as office hours) excluding bank holidays and holiday office closures.

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 your ticket and ensure a timely response.

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 or email to support@newedge.co.uk is the only method of notifying Newedge of any support related issues.
4. We will not deal with support related issues via the telephone. We request that ALL support related issues use either the on-line ticketing system or email support@newedge.co.uk (this will automatically create a ticket).
5. 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.
6. 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 quote.
7. We will always endeavour to deal with your ticket in a timely and professional manner.

Our Support Team is here to help

Sometimes despite best endeavours things can 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 teams 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 (your website must be hosted by newedge)
• Email hosting related issues (your emails must be hosted by newedge)
• 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

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.  See below some of the additional services from Newedge.

• Functional or behavioural site changes or development
• Large scale graphical or styling changes
• Site optimisation for browser compatibility
• Search engine optimisation / social media marketing
• Pay Per Click Marketing
• Digital Marketing
• Bugs / Issues with 3rd party services such as APIs
• Development of web applications
• Intranet / Extranet development within your existing website

If you need our help please get in touch with us today.