Software Support
Dedicated support for all your software needs, with fast escalation when required.
Expert Help When You Need It Most
Our software support team is on hand to help customers with any software-related issues. These may include unusual incidents, integrations, configuration help, or simply being a point of contact to discuss a process problem you are looking to solve.
The team also has access to the development team, so should the need arise, support tickets can be quickly escalated.
Software Support Hours
Helpdesk & Software Support
6.30am – 6.00pm Monday to Friday & 10.00am – 6.00pm
Extended weekends and bank holidays
Support available outside regular hours for added flexibility.
Three Convenient Support Channels
Support can be managed via the helpdesk portal with access to incident management tools including the ability to raise, update, modify and close new or existing service requests. Access can be restricted to either individual user or site requests.
The Vardells helpdesk portal enables customers to manage the support service including:
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Incident management – raise, update, modify and close requests
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Historical incident access
Helpdesk Portal Submission
Log in to our dedicated portal to raise, update, and track your support requests with ease.
Send your issue directly to our team and receive a tracked ticket with status updates.
Telephone Support
Speak to an experienced support member for quick assistance and remote help if required.
Everything You Need to Keep Your Systems Running Smoothly
A defined service delivery model ensures that our customers are protected, their solutions maintained, and incidents resolved swiftly. The following services are made available whilst under software support:
System Updates & Management Support
Support management
Monthly support service reports
Contacting Vardells support
Notification of changes in open support service requests and regular updates on the status of open cases
Access to the Vardells helpdesk portal with features specifically designed for support customers
Helpdesk & Software Support
6.30am – 6.00pm Monday to Friday & 10.00am – 6.00pm
Extended weekends and bank holidays
Support available outside regular hours for added flexibility.
All the Tools You Need for Fast, Effective Assistance
Manage Your Support with Ease
Streamlined Incident & Service Request Handling
Support can be fully managed via the Vardells Helpdesk Portal, giving you powerful incident management tools to raise, update, modify, and close service requests. Access can be tailored to individual users or restricted by site. Historical incident data is also available, ensuring full visibility over past requests.
Submit and Track Online
Quick, Secure Ticket Creation via the Portal
Customers can log in with provided credentials to submit a new incident request. Once submitted, a ticket is automatically generated, and you’ll receive an email notification with your ticket number and a link to upload additional details via the HTTP uploader if needed.
Direct Email Assistance
Log Support Requests Straight from Your Inbox
Email submissions can be sent to: softwaresupport@vardells.co.uk or helpdesk@vardells.co.uk.
Once received, our team logs your ticket, and you’ll get a confirmation email with your ticket number and the option to add further information if required.
Speak to Our Experts
Fast Resolution Over the Phone or Remote Session
Contact our main desk on +44(0)1298 767 600 to raise an incident. Our experienced support team will attempt resolution by phone, and if needed, use the TeamViewer platform for secure remote access, screen sharing, and real-time problem solving.
Information We Need from You
Help Us Resolve Your Issue Faster
When contacting support, please provide your name, contact details, company name, a description of the issue, and any other relevant details. This ensures our team can respond quickly and effectively to your request.
Around-the-Clock Assistance
Out-of-Hours and Critical Incident Support
Extended Support is available for critical or high-severity incidents outside standard hours, with 24/7 coverage available where needed. Our defined response times ensure you are contacted quickly, kept informed, and have a clear plan for resolution.
Trusted by Industry Leaders
