If your website is down (Urgent)
Firstly we need to check is it down for just you or everyone? Have a look at this link…
It will soon tell you.
If it is down for everyone, fill out the form below or call us on 01803 866430. We’ll jump straight on to identifying the issue and getting the site back live for you.
If it’s not down for everyone then the problem is on your local machine
Fixing local issues
First, try clearing out your browser cache – depending on what browser you use you can find out how to clear your cache here.
Or if your browser allows, try incognito/private mode.
If that doesn’t work then try turning your router off and on again.
Finally, try turning your computer off and on again.
Somethings Broken (Non-urgent)
Okay, so if you or a customer have found something that needs fixing then we just need a bit more information.
We have found a great tool for gathering the myriad of diagnostic information we need, just send this link to the person with the problem:
And politely ask them to fill in their email address and put as the recipient’s email.
This will create a ticketed reference for your issue.
Please note: You may have a super relationship with one of the staff at Vu (we certainly hope so) if you want to send info to them as well as support that’s great.
But please remember if you only email an individual and not the support desk, you are dependent on their calendar to resolve the issue when one of the team could be taking action for you.
Do you have a maintenance contract?
Our Tribe or maintenance clients have an SLA (Service Level Agreement) in place for a certain response time based on how critical the request is, clients who pay for this level of support will always be prioritised ahead of other requests.
How quickly will Vu respond?
If you don’t have a contract specifically for support, then our current response time is within 2 days, so please bear with us.
Our office hours are 9-5, Mon-Fri. We will always warn you about launching changes on Fridays as we can’t offer support over the weekend.
What is the process?
It isn’t always immediately obvious what the issue is, so we may ask for a defined budget for exploratory time, after that we will either have found the issue and fixed it, or be able to give you a cost.
If you don’t have any retained time with Vu then all support jobs are chargeable.
Ready to submit a support request?