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How do I contact Synergist support?

Updated

The Synergist support team is here to help with questions about using the software or technical issues. Highly knowledgeable and friendly, they'll get you unstuck quickly. Most questions are resolved on the first contact.

Email or a support request works best for anything that needs screenshots or detail. Phone is quickest when you're stuck mid-task.

  • Email: support@synergist.co.uk
  • Phone: +44 (0) 1625 577 918 (national rate) or 0870 444 9658 (national rate from BT landlines)
  • Submit a request: use Submit a request at the top of any Help Centre page.

Support hours

The team is available at the following times (UK time):

  • Monday to Thursday: 9:00am to 5:30pm
  • Friday: 9:00am to 5:00pm

What support can help with

Our support analysts handle questions about how Synergist works. Most are answered straight away. If a question needs deeper investigation, the team has direct access to the software developers, so even complex issues get a quick response.

Sometimes the fastest way to solve a problem is for an analyst to see it. With your permission, we can connect to your computer and watch you demonstrate the issue.

  1. Call or email the support team and explain the problem.
  2. The analyst handling your query gives you a session code.
  3. Go to logmeinrescue.com and enter the code to start the session.
Note: You can only start a remote session with a code from a support analyst. The code is unique to your session.

When we'll involve our Client Services team

Some questions need an understanding of your business, not just the software. In these cases, we may bring in our Client Services team. This usually happens when:

  • the answer is likely to change a business procedure
  • the answer is likely to change how your system is configured
  • a new module has been switched on and your team needs help getting started with it

If you're not sure who to contact, start with support. We'll make sure your question reaches the right person.

Tips

  • Include the detail up front. The record reference, what you were trying to do and any error message word for word. It saves a round of questions.
  • Attach a screenshot. A picture of what you're seeing often gets you to an answer faster than a description.
  • Check the Help Centre first. Many common questions already have a step-by-step answer. Try searching before you call.
  • Keep one query per request. Separate requests are easier to track and resolve.

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