How To Get The Best Response From Your Support Request

The IT Support team endeavour to respond to and resolve problems as quickly as possible; however, we need a certain minimum level of information in order to do this effectively. If your request is too brief, time which could otherwise be spent fixing your problem has to be spent simply collecting the information we need to diagnose the problem. The better your initial support request is, the sooner we will be able to fix your problem. This page is designed to help you submit the information we need to help fix your problem.

Here are a few points you can consider which will help us resolve your problem faster.

• Ensure you provide all your details in the 'Contact Information' panel, including the location of your PC (if applicable) and the name of your computer, so we can contact you easily.
• Provide us with as much information as possible about what's happening in the 'Comments' field to describe your problem. Remember, you know what's going wrong but we don't, and there can often be quite different solutions to problems which may seem similar. Any information you can give us may be of assistance. If you're receiving an error message, tell us what it says. If the problem is there on one PC but not on another, again tell us this information.
• Your request will be better presented if you submit it via the request form, rather than via email. Likewise when you receive a response from your support request, click on the link in the e-mail to reply. This helps to keep all the correspondance related to your request together, meaning we can quickly review your original problem and its repair history.

Here are some examples of poor problem descriptions, and what would be a better alternative: