As soon as you log a request, our support team will categorise it and diagnose the severity and impact and depending on the initial diagnosis and preference we’ll keep in touch with you by phone, chat or email.
You can follow the progress of your requests at any time using the portal.
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About Carrenza support
The Carrenza support process is designed to facilitate rapid and efficient resolution should any enquiries or issues arise.
We work through a set resolution process to determine the location of any problem and where the responsibility lies for resolving it.
Our dedicated UK based team of cloud support engineers and experts will work closely with you and any relevant third party suppliers to ensure your complete service is restored as quickly as possible. Customers are kept fully informed and involved throughout our support process to maintain satisfaction of resolution before closure.
Our support process consists of the following four phases:
- Identification & Logging
- Investigation & Diagnosis
We provide all customers with dedicated and trusted points of contacts to help you achieve success whatever that looks like for you and whenever required. The team can provide both bespoke consultation regarding complex projects or quick and efficient answers to common issues.
In an emergency
We offer 24/7 support for emergency issues. Please call +44 (0)20 7858 4032 and give our support team all of the relevant details regarding your incident, including any previously logged reference numbers regarding the issue, and a Cloud Engineer will work with you to restore your service as quickly as possible.
Could we be doing better?
We strive to deliver the best service possible to all our customers. If you feel we could be doing something better or additionally, please get in touch.