Support FAQs
If we purchase SARD what level of support can we expect?
Supporting our clients and their users is a cornerstone of our philosophy and reputation. We provide multi-level one-to-one support to our client communities:
Chat support
Our live chat support is the most popular way our users discuss their questions and share their experiences with us. Our experts are online during working hours, available immediately to resolve queries. On average, we respond to chat requests within eight seconds. If you have been browsing our website, you will have probably already seen a team member pop up to ask whether you need help. Simply type your question to take part in the conversation.
Phone support
Some users prefer the old-school method of a one-to-one chat on the phone. You can call us on our support number – 020 3519 2065 – and either speak to us there and then or give us your number and we’ll call you. Our live chat system is visible to other team members, so sometimes a phone call is better if you want to discuss anything of a more confidential nature.
Ticketed support and knowledge base
Often, you can find answers to your questions within our knowledge base or among the many thousands of your sector colleagues who form our user community online. You can also raise a support ticket via our online support system.
- UserVoice help desk
- Get answers to similar questions from our knowledge base
- Ask for help from the user community
- Make suggestions for improving the system
- Vote for changes to the system
On-screen support and help text
For many of the features and processes you will use we’ve included context-sensitive help text describing how to complete a section or area and what can be expected to happen next. You can adapt this information to tailor the guidance to your users as part of the configuration process when we deploy the system within your organisation.
Intuitive interface
We design all our products to be as simple and intuitive as possible to use. This includes a number of familiar visual identifiers, such as tabulated forms and RAG (red, amber and green) status markers to instantly and clearly show you the completion state of an appraisal or portfolio and what needs to be done next.
