How do I get support from 20i?

20i have a friendly support team based at our Nottinghamshire HQ. They have direct access to our management and development team, and can help you with any technical issues you may encounter. 

They're available day and night, every day of the year: 24x7x365.

If you're unsure about what products you require from 20i, you can contact us via a sales enquiry. 

You can check the status of our systems at Stack Status.

There are a few channels of technical support:

1. Support Tickets - If you have any queries or questions you can raise a support ticket and our support team will work with you to solve your issue.

From your 20i dashboard, please navigate to the Help & Support tab on the sidebar on the right-hand side of the page.

Once this expands, You will see a list of popular articles from our support database which could help with any issues you have. If not you can contact us by clicking either the Create Support Ticket or Create Sales Ticket option. If you have previously opened a support ticket, you can click the View Tickets to view closed and on-going support tickets.

Upon clicking the Create Support Ticket option, you will be prompted to the customer services section. You can use our AI search function to search our support database for any articles that may help with your issues.

If you cannot find the answers within our support articles, you can raise a support ticket in the Contact Technical Support or Contact Sales sections.

Here, you can select the topic of the support ticket you would like to raise and choose a relevant service (if applicable). 

Depending on the option selected our platform will run some auto-diagnostics, these can identify any issues before raising the support ticket and will notify you of any warnings or identified issues. 

Once you've selected the Support Ticket method, please fill in the ticket subject and description of the problem or query you would like to address. Once you are satisfied with the above, select the Create Ticket button.

Note: Please provide our support team with as much information as possible, as this will allow our support team to deliver a more accurate response to help you quicker.

2. Live Chat - You can also start a live chat with a member of the support team and receive one-to-one support. Our experts are happy to help with any problem you have and work with you to resolve any issues.

Similarly to how you would raise a support ticket, a chat can be raised by following the first few steps: navigating to the Help & Support tab in the control panel and then selecting the Create Support Ticket option from the drop-down. 

Select the Live Chat Support option and a live chat pop-up window should appear. Please fill in the chat subject and description with as much detail as possible regarding your problem or query.

Once actioned, start the chat and you will be in contact with a member of our technical support team.

3. Support Database - Our Support Database compiles all previous customer questions into one area. It's likely that you can find the answer you're looking for here.