You can get support directly from our staff, we do not use automated systems for triage. For most customers the most efficient way to see your issue resolved will be to contact us via our support system or by email to support@sr2.uk.
Below you can also find additional options for support, and what you can expect when you contact us.
We aim to acknowledge all support requests within 1 working day, and in any case within 3 working days. For simple requests, we will aim to resolve the issue on the day of acknowledgement. For more complex requests, we will aim to provide an expected timeline for resolution on the day of acknowledgement. In any case, we expect to provide an expected timeline within 3 working days of acknowledgement of the request.
Where the request involves billing, e.g. cancellation requests, the date of the initial request will be used when calculating the start date of any notice period any pro-rata amounts to be charged or refunded.
In urgent cases, or if required for accessibility reasons, you may contact us by telephone on +44 (0)1224 900 202 between 10am and 5pm on working days. If your request is not urgent, we will log your issue within our support system to be resolved at the same speed as if it had been reported via email. If your use of telephone support is excessive we may ask you to purchase a support plan.
If you require a more secure communication channel, our support plans include support via Signal or Delta Chat. You must purchase a support plan before these channels will be available to you. Contact us via our pre-sales form to arrange a consultation for this.
We are also happy to communicate with you by postal mail. Address your correspondence to our address as in the footer of this page and mark for the attention of the "SR2 Support Department".