Skyewright
Synergy Support

Software Support Response Targets

So far as is reasonable, we give support matters highest priority and will make an initial response to queries through the appropriate channels as soon as reasonable circumstances allow.

Our aim is 50% initial response within 4 working hours and 95% initial response within 6 working hours. If for any reason you do not receive an initial reply within 1 working day then assume your message or our reply didn't get through and try again, pointing out that you did not receive a first reply.

Support queries are handled by the development team themselves, so when your query is considered it is by someone with intimate access to the products. Support enquiries to our sales telephone number will be politely pointed towards the support channels.

N.B. Our support is not aimed at teaching people how to use Windows or Sage; queries of that nature will be politely pointed towards the appropriate manual or help file.

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Support Office Hours

The support service is usually manned 9am to 12 midday and 2pm to 5pm Monday to Friday, excluding Scottish bank or public holidays and such occasional exceptions as may from time to time be advised here.

Outside office hours the support telephone line is diverted to an answer phone.

On occasions during office hours support staff may be unable to answer the telephone for short periods, in such cases calls will be taken by an answer phone.

If your call is taken by the answer phone please leave your telephone number, support reference and a brief message. We will call you back as soon as possible.

E-mail is checked several times a day. When quoting your own e-mail address for a response, please double check its accuracy before submitting the query.

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