We want you to get the help you need in the fastest and most reliable way possible. We've developed a large set of self-service resources to help you get the right support quickly.
What is the Support Service?
We want you to get the help you need in the fastest and most reliable way possible. We have developed a large set of self-service resources to help you get an answer as quickly as possible. If you can’t find the answer to your question here, then our friendly Support Team is available on hand to help. This guide will tell you what you can expect in more detail.
What are our opening hours?
As standard our Support Team is there every usual working day of the year.
Business hours:
Monday - Friday: 07:00am-08:00pm GMT/BST
Weekends and Christmas period: Closed
What is the Knowledge Base?
Your first port of call should be our online, self-service Knowledge Base, which provides a wealth of training videos and guidance for many ‘how to’ related questions you may have.
What is the Support Team?
If you can’t find the answer to your question in the Knowledge Base, you can converse with our friendly Support Team. They are focused on providing you with accurate answers to your questions in a timely manner.
How do I contact the Support Team?
There are two ways you can contact us:
Message: Click the icon on the bottom right of the screen to start a conversation with us!
Call: Pick up the phone and call us directly on: 0115 824 1939
Email: Email us at help@current-rms.com
How do I raise an issue with you?
We would recommend raising issue via messaging us, submitting queries in this way allows us to attend to you quickly and efficiently as possible. When submitting a ticket, please be prepared to provide the following information. The more details you can include, the faster our team will be able to resolve your issue:
Location of the Error i.e. which module/area?
Add any Screenshots of the error
Frequency of the problem, i.e: Is the problem happening on all devices or just one?
What are the steps leading up to the problem?
What Browser/OS/Smartphone are you using the app on?
Any other additional information you think will be useful.
How do I phone you about an issue?
What if my issue is outside of your opening hours?
If you have a question outside of our opening times, please raise a new conversation and we will investigate for you when we open.
When will my issue be resolved?
Our Support Team will respond to tickets and resolve them based on the level of impact/severity. This will allow us to effectively deal with the most urgent issues to be dealt with as quickly and effectively as possible.
A member of the Support Team will take all the details via our Support Desk and resolve the issue or direct the query to the relevant department. Should the issue require further investigation by our development Team, the Support Team will manage this and remain your main point of contact.
Sometimes, diagnosing your issue will be dependent on your designated contact helping us get to the bottom of your problem and we will require your help in doing that.
Who do I escalate an issue to if I’m not happy?
We strive to provide the best customer service possible, however if you have any queries about the answers, you receive or wish to take an issue further if the response does not meet your expectations, please ask for your ticket to be escalated to a line manager.