Support calls are raised by telephone or email to the Papermule office, according to the terms of your Support contract.
Support is available 24/7 and all support requests are responded to within the time frame guaranteed by contract.
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Support contact details:
- Tel: +44 (0)1379 650330
- Email:
Office Hours:
Normal office hours are Monday to Friday, between 09:00 and 17:30, excluding UK Bank Holidays. Out of Hours (OOH) support is available 24/7 to those on the 24/7 contract. |
When requesting support by phone or email, please provide us with a detailed and accurate description of the query to help us identify and resolve the problem.
Urgent technical support requests should always be made by telephone. The support number is answered 24/7. Out of office hours the number is diverted to an answering service.
Non urgent support requests should be made by email and should contain an accurate description of the query. Emails are automatically forwarded to the support team for processing.
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Information that should be provided and will be requested when logging a call is:
- Caller information - name, company, and telephone number
- Problem description and priority ('Urgent', 'High', 'Normal', 'Low')
- Which interface/client, user; which process is failing; directory/folder where the problem is occurring; log files and/or error reports; any example names or references
- System information, including: which server and/or client, their names, IP addresses, log in and password information.
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Prioritisation & Escalation of support calls |
| Prioritisation. Papermule responds to all support requests well within our contracted response times. We will also prioritise support calls to ensure that issues requiring urgent attention are dealt with first. To prioritise urgent requests based upon the impact that the problem is causing to the production environment, we grade support requests as 'Urgent,' 'High', 'Normal' or 'Low'. |
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Escalation. If you have trouble contacting our support services via the dedicated contact number, or have not had a response in the time frame you expect, then please escalate the matter by contacting: Mike Hoy: +44 (0)7768 387352 |
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