Support

Coronavirus (COVID-19) Support Update

The COVID-19 pandemic is impacting everyone from our families, to our businesses, to our health service and all key workers who are on the front lines. As the situation continues to affect our world, we wanted to update you on how we’re supporting our employees, and you.

First of all, we would like to reassure you that your hosting and support services are still fully operational.

Our physical offices are now closed to protect our staff. All of our hosting and support services are designed to be managed remotely to cover circumstances like this.

The only change you will see in terms of support is that we now require all support requests to be made via the official support e-mail address (support@inco-digital.com). This was always the only official support channel. Per UK Government advice, there will be no one physically present in the office to answer telephone calls. Due to possible staff sickness, email to personal staff email addresses cannot be guaranteed to be read or replied to.

So, please, if you need any support email us at support@inco-digital.com rather than calling or using any other email address.

Please ensure that you have whitelisted the support email address (preferably the whole inco-digital.com domain) to ensure that you can receive replies from the ticket system.

Any accounts queries should be directed to the office@inco-digital.com email address.

Whilst there are many high-profile examples of service providers reducing bandwidth usage to cater for changing usage patterns, we have not seen any consistent pattern of change across the sites that we host and manage. There was a 4-5-fold increase on some sites when the government announced major changes, but traffic levels appear to have normalised now. We have several layers of caching in place to ensure that we can handle order of magnitude increases in usage.

We will continue to monitor the situation and let you know if there are any material changes that affect our services to you.

In the meantime, from everyone at INCO, please stay safe and look after yourself and your families.

Application Support

INCO's standard application support arrangements include support via e-mail for server management and software issues. This covers management of the server configuration itself and resolution of any issues with the software. This support is an integral part of our hosting packages and is effective for the duration of the hosting arrangements.

To ensure effective resolution of issues your appointed contact person must, initially, send your support request via INCO's support ticket system.

We run a support ticket system to ensure timely, prioritised, responses to all support issues. If sufficient information is provided in your ticket to allow us to resolve your issue directly, we will. If we need further information to assist you, we will contact you via your appointed contact.

Support tickets are raised by e-mailing support@inco-digital.com where one of our support team will analyse and prioritise the ticket for a timely response.

INCO’s support arrangements are designed to build long-term relationships with our clients, with INCO acting as a partner, providing support and advice - both now and into the future.