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Getting Assistance

General Queries
 
We’re a company who are big on email, so we prefer email as our principle point of contact. In the event of a support query please in the first instance email support@verygoodemail.com. This will automatically raise a ticket on our system and normally get you the quickest response.
 
Keeping Up To Date
 
Please visit https://www.verygoodemail.com/apps/partners/alerts/ and subscribe all your key technical contacts to our email announcements. We use this to let you know about new features and any urgent support issues you need to be made aware of. Please tell us if you change email addresses!
 
Escalation Procedure
 
In the event of technical support being required, the following is the proper procedure for alerting and escalating a support enquiry through The Very Good Email Company. It is our aim to respond to all support requests quickly and efficiently. In order to assist with this process, it is important that our customers perform as much preliminary analysis of the problem as possible, and if they are unable to resolve it, communicate it to us providing as much detail as possible. It is also important to prioritise faults, and use the various contact methods appropriately to ensure fast escalation of system-wide issues.

Small faults (generally speaking, those affecting a single user) should always be emailed in the first instance. Our aim is to respond to all faults within 4 working hours, and on a best-efforts basis outside normal working hours. Should the 4-hour target not be met in any instance, the fault should be escalated via telephone.

Larger faults, and system-wide issues should be escalated to telephone, possibly in conjunction with an email.

Views of our monitoring systems and support tools are available via your control panel.

You will need a login and password to access this site. Please use ‘monitor’ and ‘support’ if you do not already have your own password.

The email address for support issues is support@verygoodemail.com, and the primary contact phone number is +44(0)1442 927470

If you are having difficulty contacting us via either of these methods, please escalate directly to the following contacts, in the order listed.

Escalation Level 1: Adrian Mardlin 07920 102401

Escalation Level 2: Mikael Czerski 07879 424613