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Synapse
SynapseCN

Support

Synapse 360 Support Services provide rapid access to highly skilled and experienced technical support teams when you need them most, providing you with a single point of contact when something goes wrong or when technical advice and guidance is required support across your hardware and software estate in your data centre.

To log a service call and dependent on your contract, please follow the procedure below.

Telephone:

  1. Call +44 (0)1624 675911
  2. State your Name, Company and Primary Contact Number
  3. Give a brief description of your issue and the impact it is having on your business and users
  4. If the support is to aid with ongoing maintenance, please provide a required time period/date
  5. Depending on the current queue level and your contract – you may need to stay on the line and the support engineer will begin to review and resolve your issue; alternatively you will receive a call back from the same or alternative engineer to qualify the details of your issue.

Email:

  1. Create a new message To: helpdesk@synapsemg.com  - ** Only registered customer contacts will be process correctly**
  2. In the Subject state the type of issue you are having, this would normally be based on the infrastructure detailed on the previous page.
  3. If this is an Emergency please state this in the subject line.
  4. Within the Email Body please include the following:-
    1. Contact Phone Number if different from those registered.
    2. Required date
    3. Detailed description of the issue or activity – include details or the device/server/user, IP addresses, relevant passwords or where to find them, Applications impacted and priority.
  5. Send your message

You should receive and automated response with a Service Ticket Number and the Service Team will be notified and an appropriate resource assigned.

Web:

  1. Open and internet browser and enter https://helpdesk.synapsemg.com/support
  2. Login using your email and default password (changeable once logged in)
  3. Menu options that appear will vary based in security level.
  4. Select the New Ticket option under Navigation/Service
  5. Enter the required details indicated by a * that are not already populated. See Email: 4c for  Description Details
  6. If this is an Emergency ticket the box and attach any relevant documents.
  7. Click Save

Depending on your user permissions the ticket will be automatically approved and submitted to the Service Desk.  Please contact your supervisor/manager if the ticket continues to remain unapproved.
To see the status of your tickets select the List Tickets option under Navigation/Service