Contacting Support

How to get the help you need - right when you need it

At Compleat, we’re committed to delivering a seamless and reliable experience across our software and services. Our Support Team plays a key role in that commitment, providing friendly, knowledgeable, and timely assistance whenever you need it. This guide has been designed to help you understand how our support service works, what you can expect from us, and how to make the most of the resources available.

Whether you’re raising a new query, reporting an issue, or seeking clarification on how something works, our team is here to ensure you get clear answers and effective resolutions. By working together, we can help you get the very best from Compleat and keep your day‑to‑day operations running smoothly.

Who are Compleat Support?

Our dedicated Support Team is committed to delivering the highest standard of service.

At Compleat, we take pride in offering a personal and attentive approach to every support request, ensuring all issues are handled with empathy and resolved as efficiently as possible.

Our friendly and knowledgeable Support team is always available to assist, working within our strict SLAs from the initial response through to regular progress updates and final resolution. 

We’re here to make sure you receive clear, timely, and effective support every step of the way.

When should I use Compleat Support?

The Compleat Support team is here to help with any issues or enquiries that arise during your day‑to‑day use of the system.

If something isn’t working as expected or you need clarification on functionality, our team is ready to assist.

 By directing these queries to Support, you help us prioritise and resolve the most important issues quickly and efficiently, ensuring you get the best possible experience with Compleat.

How do I log a support ticket?

The quickest and most efficient way to get help is by submitting a ticket through our Customer Support Portal.
Submitting your query here ensures it is logged directly into our system and routed to the right team without delay.

To help us resolve your issue as efficiently as possible, please include as much detail as you can. The ticket form will guide you, but useful information includes:

• Which area of the system you were using
• Clear step‑by‑step instructions so we can replicate the issue
• Screenshots, where possible, to help illustrate the problem
• The date and time you encountered the issue
• Any additional details you think might help our investigation

If you’re unable to use the portal, you can also contact the Support Team by phone on 0845 017 80 90 to log a ticket.

Support hours: Monday to Friday, 9:00am – 5:30pm (excluding public holidays)

What happens next?

Once your ticket has been successfully submitted, it enters our unassigned queue, which is monitored and managed by the entire Support Team.

As soon as an engineer becomes available, the oldest ticket in the queue is picked up and reviewed. The engineer will assess the details you provided and assign an appropriate priority level. From there, the investigation begins, and one of the following steps will occur based on the outcome:

1. Issue Resolved Quickly
   If the information provided is sufficient to identify and resolve the issue, the engineer will update your ticket with the resolution details. You’ll receive an email confirming the fix, and once you acknowledge the resolution, the ticket will be closed.
2. Further Investigation Required
   If the issue isn’t immediately resolvable, the ticket will remain open while the engineer continues to investigate. You will receive regular updates throughout the process until the issue is fully resolved.
3. Escalation to Specialist Teams
   If additional expertise is needed, the engineer may escalate the case to our Technical Team or Development Team. The appropriate team will review the issue, and time will be allocated to progress the investigation.

4. Development Work Identified
   If it’s determined that the issue requires a product fix, enhancement, or relates to a known bug, Support will raise this with Development. The Development Team will review and advise whether it will be addressed as a bug, a change request, or in a future release.

    

Once your ticket has been closed, you will receive a “How Did We Do?” feedback email.

We greatly appreciate you taking the time to complete this, as your feedback helps us celebrate what we’re doing well and identify where we can continue to improve your support experience.

What are Compleat's SLAs?

Our Service Level Agreement times (or SLAs) are shown below.

What's the escalation process?

If at any stage you feel that your issue isn’t progressing as expected or the steps taken so far haven’t met your satisfaction, we have a structured escalation process to ensure your concerns are addressed promptly and effectively.

You may choose to escalate your ticket if:

• You haven’t received expected progress updates
• The issue is business‑critical or blocking your operations
• You’re unsure of the resolution timeline
• You feel the current approach is not resolving the issue effectively

Escalating your ticket does not reset your SLA, we continue working to the original response and resolution targets.

Step 1: Support Team Leader Review

Escalation to the Support Team Leader as soon as you feel something isn’t working as expected.
 

The Team Leader will:

• Review your ticket in full
• Contact you to discuss your concerns (usually by phone)
• Take appropriate action to get the ticket back on track

If the Team Leader determines further escalation is necessary, they will gather all relevant information and escalate the case to the Head of Service & Support.

Step 2: Head of Service & Support Review

If additional escalation is required, the issue will be reviewed by the Head of Service & Support.

They will:

• Carry out a full review of the ticket history and all actions taken
• Create a clear action plan involving the appropriate teams
• Oversee the ticket through to completion
• Conduct a full post‑resolution review
• Implement any necessary process improvements to prevent recurrence

During escalation, you will continue to receive updates, so you always know who is handling your case and what the next steps are.

Compleat's Professional Standards

We are committed to handling all escalations promptly, professionally, and respectfully.

We ask that all interactions remain courteous so we can work together to resolve your issue as efficiently as possible.