We’re proud of how we run support at Access and want to be transparent with you regarding our operation and how it works. Here we explain key concepts, the channels available to you, and some of the key processes that our teams follow to provide you with expert technical support.

Our key concepts and terminology that you may see us use:

Most of the time when you contact our support team, you’ll get an answer to your query there and then through our Access Digital Assistant. However, there may be times where we need to progress your query through a different support channel.

Our key features of the Access Digital Assistant:

Your support journey starts with the Access Digital Assistant, if your query is not resolved, our support team picks up your conversation. If the query is complex or may take more time to resolve, we turn your conversation into a ticket.

From your perspective, this all happens in the same chat window. Understanding the distinction helps you know what to expect when you contact support, and why some queries take longer to resolve than others.

The terminology exists to help us work more efficiently behind the scenes, not to change how you interact with them. Whether your query is handled as a conversation or a ticket, you'll receive the help you need through the same familiar interface.

A conversation with our support team works a little differently from the live chat experience you might be used to. Once your chat reaches our support team, you can step away and come back later without losing the conversation.

If you don't see our reply in the messenger within three minutes, you'll receive an automatic email from us, letting you know that there's an update. If you open our message within that time, we won't send you an email notification. And if we send multiple messages to you and there's still no reply for another three minutes, we'll group them into one email, so you won't receive multiple emails from us for the same purpose.

We’ll send any messages through the messenger and to your email address, so you won’t miss our reply. If we don’t hear from you within 3 hours, we’ll send you a reminder. If you still don’t reply after another 3 hours, we’ll automatically close the chat. You can reply and reopen it within 24 hours.

Tickets are for queries that take more time to resolve, require investigation, multiple steps, or collaboration between our support team and other teams here at Access.

Once your query is with us, we’ll keep you updated on its progress every step of the way. If we need any additional information, or if we need you to test or implement a solution, we’ll contact you through the messenger and email.

You can reply to tickets from the Access Digital Assistant or directly from your email notifications.

You'll see updates when:

If we’re waiting for information from you or need you to test a proposed solution, we’ll keep your query open for up to one business day. If we don’t receive a response, we’ll send a reminder and allow a further business day for a reply. After that, we’ll resolve the query. One business day later, we’ll close it. You can reply and reopen it within 24 hours.