Support
Online Support
Our support team are available to answer any questions involving Omnium. Create a new support ticket in your control panel, providing as much details about your problem as possible. You can access online support through the 'support' link in your control panel.
Technical Documentation
Available for clients who have questions about the core technology, implementing templates etc. You can access the technical documentation through the 'documentation' link in your control panel
Help Guides
Online documentation has been created to help our clients with the features, functions and usability of Omnium. You can access the help guides through the 'documentation' link in your control panel.
Telephone Support
You can access the support telephone numbers through the 'support' link in your control panel.
Available Support Packages
All accounts benefit from:
- 24 / 7 / 365 mobile critical issue support **
- Web support with response within 1 business day
In addition, premium support accounts are available with the following features:
|
Account Management |
Standard |
Silver |
Gold |
Platinum |
| Dedicated account manager |
no |
no |
yes |
yes |
| Phone Support |
9am to 1pm |
9am to 5pm |
9am to 5pm |
7am to 9pm Mon - Fri |
| Critical Issue Phone Support |
24x7 mobile * |
24x7 mobile * |
24x7 mobile * |
24x7 mobile * |
| Email support |
yes |
yes |
yes |
yes |
| Web support |
yes |
yes |
yes |
yes |
| Web Response |
within 1 business day |
within 1 business day |
within 1 business day |
within 1 business day |
|
FREE |
£25 per month |
£50 per month |
£150 per month | |
|
|
|
|
* For Critical Issues 24 hours per day 365 days per year, please read this list to ensure you are not charged after hours support fees.
- First check that you can search google successfully to ensure the outage is not on your own computer. Ensure that a few other common websites are all working also.
- It is only a critical issue if your website is offline or misfunctioning significantly.
- If you have made a mistake yourself, then we will charge for after hours support.
- If your problem is with emails, then remember email servers sometimes get overloaded, and your email may arrive within 24 hours.
- If your account is unpaid, then it is possible your website has been taken offline. If you see our offline page, then this means your site is offline, please wait until the next business day or we will charge you a fee for after hours support.
- Please when contacting us, let us know your web address and the scope of the error, eg can you see your home page, but not your shopping cart, or can you see neither.
- Please SMS or Call 07866 024453 for any website outages.
- Please note, that sometimes networks upstream from us may break down, in this case we might have hundreds of people calling us simulatenously, so please understand if we don't reply to every call. Please leave us a message or an SMS with as much information as possible.
