We’re proud of how we run support at Access and want to be transparent with you regarding our operation and how it works. Here we explain key concepts, the channels available to you, and some of the key processes that our teams follow to provide you with expert technical support.

Our key concepts and terminology that you may see us use:

Most of the time when you contact our support team, you’ll get an answer to your query there and then through our Access Digital Assistant. However, there may be times where we need to progress your query through a different support channel.

When you sign up with us, you pick a Customer Success Plan (CSP) that determines what type of support you can access. Your CSP includes a set number of named support contacts who you nominate as people who are authorised to contact our support team on behalf of your organisation.

By assigning named support contacts, you help ensure that support requests, advice, and system changes are managed by approved team members with the appropriate authority. If someone who is not a named support contact reaches out to us, we'll ask them to work through one of your authorised contacts so that requests can be validated and approved by the right people within your organisation.

Our key features of the Access Digital Assistant:

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Your support journey starts with the Access Digital Assistant, if your query is not resolved, our support team picks up your conversation. If the query is complex or may take more time to resolve, we turn your conversation into a ticket.

From your perspective, this all happens in the same chat window. Understanding the distinction helps you know what to expect when you contact support, and why some queries take longer to resolve than others.

The terminology exists to help us work more efficiently behind the scenes, not to change how you interact with them. Whether your query is handled as a conversation or a ticket, you'll receive the help you need through the same familiar interface.

A conversation with our support team works a little differently from the live chat experience you might be used to. Once your chat reaches our support team, you can step away and come back later without losing the conversation.

If you don't see our reply in the messenger within three minutes, you'll receive an automatic email from us, letting you know that there's an update. If you open our message within that time, we won't send you an email notification. And if we send multiple messages to you and there's still no reply for another three minutes, we'll group them into one email, so you won't receive multiple emails from us for the same purpose.

We’ll send any messages through the messenger and to your email address, so you won’t miss our reply. If we don’t hear from you within 3 hours, we’ll send you a reminder. If you still don’t reply after another 3 hours, we’ll automatically close the chat. You can reply and reopen it within 24 hours.

Tickets are for queries that take more time to resolve, require investigation, multiple steps, or collaboration between our support team and other teams here at Access.

Once your query is with us, we’ll keep you updated on its progress every step of the way. If we need any additional information, or if we need you to test or implement a solution, we’ll contact you through the messenger and email.

You can reply to tickets from the Access Digital Assistant or directly from your email notifications.

You'll see updates when:

If we’re waiting for information from you or need you to test a proposed solution, we’ll keep your query open for up to one business day. If we don’t receive a response, we’ll send a reminder and allow a further business day for a reply. After that, we’ll resolve the query. One business day later, we’ll close it. You can reply and reopen it within 24 hours.

The MyAccess customer portal is where you can manage your account, view invoices and view your support history.

Depending on your support agreement and the product you use, phone support may also be available as an additional channel alongside chat for named support contacts.

Regardless of your support agreement, our support team may call you or offer a screen share if we think this will help to resolve your query, you're always welcome to continue via chat.

The Access Digital Assistant automatically assigns a priority when you submit a query. Our team then reviews the details and adjusts the priority where necessary.

This prioritisation process ensures that we’re addressing critical, business-impacting issues first, while still allowing us to process general enquiries and lower-impact requests as promptly as possible.

To help us prioritise your query correctly, we’ll need the following information. When you give us the full details upfront, we can quickly understand your issue, assign the right priority, and get straight to finding a resolution.

The information below helps us to locate and view the issue:

If additional information changes the impact of a query, we will amend the priority.

Here’s an example of a good way to phrase your query, that allows us to review the information quickly, and an example of a query where we would have to go back to you with further questions before being able to help:

Priority is based on business impact, not submission order. We use four priority levels; P1 to P4. Here’s a breakdown of what these mean, and some examples of the types of queries that would fall into that category.

In Access Legal Compliance, our support team is available during the days and times listed below, as agreed in your contract: