Getting Started with the SPS Portal
Getting Started with the SPS Portal
The SPS Help Centre incorporates our Help Centre and Support Ticket system all in one handy package. From the Help Centre you will be able to browse our knowledge base of free helpful information, search the knowledge base to find your own solution or submit and track support tickets.
What are Tickets?
Tickets are support requests you send to us asking for help or advice. We then look into your query and provide responses via your ticket. Once we have resolved your issue the ticket is then closed and marked resolved. Tickets are like emails, when we update a ticket asking for further information, or, we provide a resolution to your query, you will receive an email with the request or information. You can also create an account on our help centre to easily access and manage your open, escalated and closed tickets.
What is the Help Centre?
The Help Centre is a current work in progress for SPS. We are building our knowledge base with helpful articles ranging from technical support self service, to handy tips, tricks and information. We develop the information held in the Knowledge base ourselves, mostly from resolved tickets or requests from clients. Once you submit a ticket to us for support, if we think other people may benefit from the solution we provide we will create a handy help article explaining how you can resolve the problem without needing to raise a ticket.
We are still developing the Help Centre and articles will become available to view over the next few weeks.
Do I have to pay to access articles on the Knowledge Base or to raise support tickets?
Everything you can access on the Help Centre (Knowledge Base & Tickets) are completely free of charge!
Are there any charges?
As the old saying goes, nothing in life is truly free. While there are lots of completely free resources on our Help Centre, we do charge for some services. More complex support tickets may incur a charge, but we will always clearly state when we have to charge you for support, and we will never carry out any work until we have given you a definitive quote and received your agreement to proceed. If we give you a quote and we either; don't hear back from you, OR, you ask us not to proceed, we will close your ticket and leave it there. No hard selling, no pushing for you to proceed, no hassle! If you ever change your mind and wish to re-open your ticket and pay for enhanced support options, you can do so.
Do you offer free, no-obligation quotes?
We insist on it! We will never charge for simply quoting a solution price. It is completely up to you if you decide to follow-up and use our services or go somewhere else. We don't believe in the hard sell and we will never pressure you into accepting a quote.
TLDR:
We don't charge for the use of the Help Centre or raising support tickets. We do charge for complex support requests, remote support requests and on-site support visits. Any service we charge for will be quoted in advance and we will never proceed without your express confirmation to do so.
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