Welcome to Factbook’s Client Support Area.
Should you have an issue with any element(s) of the Factbook Solution Suite, please follow the below Client Issue / Service Request Process (including escalation procedure):
- In the first instance please email us a “Service Request” to Support. with a brief description of the problem & if possible an accompanying screen-shot of your issue.
- Service requests received during Normal Business Hours* will be acknowledged by your dedicated Client Manager, or another Client Service Team member, within 8 business hours of receipt and subsequently will be prioritised and dealt with according to severity.
- Every Service request is issued a unique Tracker number (service ticket) & acknowledged Priority.
- Over the lifetime of your Tracker case, you will be updated as necessary; and requests will be escalated internally at Factbook as necessary.
- You are also free to contact the Director of Client Service to request that a priority be escalated if you feel that your issue is not receiving the proper level of attention it deserves.
* Monday to Friday, 09:00h to 17:30h, except UK Public and Bank Holidays.