Customer Support

To access support, please send an email to support@neurequity.com and include full details of your request, including:

• your name​ and company

• your contact details

• a full description of the request - if you are reporting an issue, please ensure that you provide full details of how the issue can be reproduced and include any attachments that may provide additional information such as screenshots

• the priority of the request, with due consideration of any business impact (refer to guidance given below)

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Normal Support Hours

Normal support hours are 0800 to 1800 Monday to Friday (London timezone), excluding UK public holidays.  All support requests raised outside of these hours will be dealt with at the commencement of normal support hours.

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Customers with special arrangements (e.g. enhanced support during a go live situation) will have specific support hours as agreed with us.

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Support Request Priority

Each support request should be assigned a priority, according to the following guidance:

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• Urgent: Business critical (for productive solutions only or under special arrangements) – an issue that results in total loss of the service or solution, or loss of a significant function that affects the majority of users where no suitable workaround exists​​

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• High: Severe impact – an issue that significantly impairs the functionality of the service or solution for a large number of users where there is no suitable temporary workaround​​

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• Medium: Degraded operations (the default priority) – an issue that results in slight impairment of a function of the service or solution, or a more significant issue that affects a limited number of users​​

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• Low: Cosmetic or Feature Request – a cosmetic defect that does not affect functions of the service or solution, or a request for a new or changed feature, or a general query relating to the service or solution