Client support
How to get help
Our helpdesk is available 08:30–17:30 Monday–Friday (UK time), excluding UK public holidays. Raise a request by email, phone or the support portal and it will be logged, prioritised and tracked through to resolution.
Phone
Use the phone for urgent issues, especially if your business or a user can't work.
Your support number is provided at onboarding.
Support portal
Raise and track tickets, and see updates from the team.
Portal access is set up for every user during onboarding.
Response targets
How quickly we respond
08:30–17:30 Monday–Friday (UK time), excluding UK public holidays
| Priority | Description | Target response |
|---|---|---|
| P1 | Business materially unable to operate | 30 minutes |
| P2 | User materially unable to work | 2 business hours |
| P3 | Standard incident or request | 4 business hours |
| P4 | Change, advice or low-priority request | 1 business day |
Help us help you faster
When raising a request, please include:
- Your name and the best way to contact you
- The device or application affected
- What you expected to happen and what happened instead
- Any error messages or screenshots
- How many people are affected
Suspect a security incident?
If you think an account has been compromised, you've clicked a suspicious link or something looks wrong, contact us immediately and don't try to clean it up yourself.
Barkaday Secure and Complete clients are monitored 24×7 by our managed security partner, who will investigate and respond to detected threats outside business hours.