Dedicated Support
You Can Count On
Reliable, responsive, and personal. You can contact our support team by telephone, e-mail, or though our support portal.
Logging a Support Ticket
The following information will help us quickly direct your enquiry and respond in the most appropriate manner:
What software package?
For example, Sage 200, NetSuite, iplicit, Besyncly, Eureka Addons etc. Where possible also note the software version number.
Is this urgent?
If your call is urgent, such as your system is currently down, please make this clear to the support consultant who answers the phone to allow us to prioritise your call.
Note down error messages
Note any error messages displayed in your system, giving as much detail as possible to allow us to investigate this for you in a timely manner. Consider things such as whether just one user is experiencing the problem or are multiple users affected?
How does the error occur?
If you are able to replicate the issue by following a certain process in your system, please outline the steps required to replicate this in your e-mail.
Does this relate to another ticket?
If the call relates to a previously raised issue, please include the original ticket number if known, or advise the support consultant of this when logging your call.
Additional Methods Of Support
Our preferred method of contact is through the support portal, but you can also contact us in the following ways.
Business Hours
Monday-Friday,
8:30AM-5:30PM GMT
Emergency Support
Our normal support hours are 9.00am – 5.30pm Monday to Friday. Should you require emergency support outside these times, please call 01355 581 960 for details of the mobile numbers you can call for urgent issues. Alternatively, email us on our support address at support@eurekasolutions.co.uk which is always monitored.
