Support

We’re here to help. We provide the highest standards of support and advice, whether you need immediate, in-depth technical assistance to resolve a major issue or you’re just looking for some general advice.

We know the frustration and irritation that technical problems cause, so our support team is geared to resolving them as quickly as possible. Contact us, and you’ll go straight to a qualified engineer, we don’t have a first line team,  they simply slow down the process. Given our technical excellence and solutions, the support team resolves the vast majority of issues using our in-house expertise.  But if it’s a bug fix, RMA or something we’re unable to resolve in-house, the closeness of our partner relationships means that you benefit from fast access to further technical expertise.

We make good use of remote diagnostic tools and trouble-shooting solutions to make sure that we see the problems exactly as you do: this ensures that we can deliver the right solution in the shortest time.   Our support team have full access to our lab allowing us to replicate your configuration and issue if required.

Flexibility is essential for effective support and we provide 24x7 facilities for most of our clients, but other options are available.

We monitor all our support calls and activity very carefully to ensure that you have the best experience possible. We’re here to help, so we work very hard to make sure that your support experience is as simple, effective and pain free as possible. If you’re not delighted with our service, we like to understand the reasons why and we’ll work hard to put it right. We offer you a very simple, three question support survey after every call which goes directly to our support manager. If you’re still not convinced, you can contact us about trialling our support services for free (add hyperlink to contact us)

If you’d like technical advice or more information about any of solutions, why not go to our nlab website or subscribe to nfeed, our free, monthly security newsletter. Packed with industry and product news, as well guest blogs and free support information, you can personalise it too, so you only receive what’s relevant to you.