As a valued member of our Recollect community, please know that our Recollect team are here to help you. Our standard response times are as follows;
P1: System not accessible
Response: Within 2 business hours
Fault Resolution or workaround: As soon as possible
P2: System use is significantly impaired
Response: Within 1 business day
Fault Resolution or workaround: Within 3 business days
P3: System does not operate as expected
Response: Within 5 business days
Fault Resolution or workaround: As advised
Project related issue
A request that arises during an Implementation or Site Refresh e.g. UI/UX changes. Please notify us of any time constraints to do with these requests.
Other
An issue that is none of the above categories.
Feature enhancement requests, training or other services we will respond within 2 working days.
Send a Request:
Please create a ticket using 'Add Ticket' button above or through the 'Create/View Tickets' tab.
Registration:
- You currently have the option to register an account with this support portal (see top right of your screen), however you are still able to create tickets without it. Please note that any account created via this support portal is not directly related to your Recollect site login.
- With a registered account you can keep track of new and ongoing tickets under 'My Area' directly from this portal. You will be able to see new messages, updated details and any status updates.
- Without a registered account, after you've submitted a new ticket you should be able to respond to email notifications for updates on ongoing tickets.