Clients can choose the level of client support most appropriate to the needs of their business. The Gladstone Education customer support desk offers two support cover options:

• standard service
• hardware support

Standard service

The Gladstone Education support desk is open from 0700 to 1900, Monday to Friday, excluding bank holidays. This gives you direct access to a team of fully trained staff dedicated to resolving your problems and helping you make the most of your software.

A weekend and bank holiday answerphone service is also provided as part of the standard service.

Monday to Friday (excl. bank holidays) 0700 to 1900, office-based service
Saturday, Sunday & bank holidays (excl. Christmas Day) answerphone service.

Hardware support

Gladstone Education can provide hardware support covering PC hardware and peripheral equipment. The Gladstone Education support desk provides telephone support during standard support hours; in the event of the problem not being resolved over the telephone, we have a national network of fully qualified third party technical engineers who can provide an onsite repair and loan service Monday - Friday, 0900 to 1700.

Hardware support is available to any customer holding a current standard service agreement. You can obtain a quote for the addition of these services by contacting a Gladstone Education representative on: +44 (0)1491 20 10 10 or via email on sales@gladstone-education.com

Contacting customer support

T: +44 (0)845 270 99 22
F: +44 (0)1491 20 10 20
E: support@gladstone-education.com
Support mobile: number available on purchase of 'out of hours' support package.

Help us to help you

To save you time in resolving your issue, please make a note of the following information prior to contacting the Gladstone Education customer support team:

Making contact

• call from a telephone next to the computer on which you are experiencing the issue
• the Gladstone Education customer support representative will provide you with a call reference number. Please make a note of this number and quote it in any correspondence made in relation to the issue

Information

• try to explain the nature of the problem in as much detail as possible, for example the exact wording of any error messages
• how many PCs are affected - one or many?
• is the problem permanent or intermittent?
• make a note of the details of your remote access availability - your modem location, number, and any related passwords
• locate the staff member who holds administrator or master passwords for both your network and your software

All times are local time (GMT or BST)