Resolving support issues
Introducing a better, faster support process to reduce the impact on your business
We have an improved system for reporting issues with your Mandata system. The system prioritises reported issues to ensure they get resolved as soon as possible, according to severity.
There are 3 ways to contact Mandata Customer Support
Current Issues
- Mandata Enterprise Web Services Manager – Users running MS Windows 7 or 8 unable to access Web Services Manager.
- Solution: Patch available. Please contact support.
- Mandata Go/GoPlus – Users running MS Windows 7 or 8 unable to access Go/GoPlus
- Solution: Patch available. Please contact support.
How to contact the Customer Support Team
Our Customer Support team is your first port of call to report an issue in your Mandata system. The Customer Support team will triage (do a preliminary assessment of) all issues reported to Mandata and direct them accordingly, so the correct support team can resolve your issue in the shortest time.
1. Raise a case on-line
You can raise a support case on the MyMandata customer community portal
To access the portal please follow this link: https://my.mandatacommunity.com
Not yet registered for the My.MandataCommunity.com customer portal?
Following customer feedback, we have developed the portal to make it easier for you to log and follow progress of support cases online.
You can also:
- Access Help Guides for all Mandata software and apps.
- Provide feedback to help us to continue to build and improve the portal.
Please email the names of the people who need portal access to the Customer Support team. We will send an invite to each of these people. Please note it is important to register as soon as possible after receiving the invite as it is only valid for 48 hours.
2 Email us
Please send an email to the Customer Support team’s help desk. Once your case has been logged and triaged you will receive a case reference via email containing your case reference, assigned priority and SLA response times.
For Mandata users: helpdesk.newcastle@mandata.co.uk
Mandata Stirling users: helpdesk.leicester@stirlingsolutions.co.uk
3 Call our team
Please call this number: 0191 250 2220 (Monday to Friday, 8am to 6pm)
Please note, we recently changed the telephone options. You can now reach all departments and offices using this main number.
How the team prioritises reported issues
The Customer Support team will log and triage all reported issues, and to ensure correct prioritisation of your case, it’s important that they have all the information requested in the table below.
Kindly note that cases reported with incomplete information can be delayed in the system and not receive the due attention needed. So, please ensure that all the questions below are answered in full when reporting an issue.
If you log a case by email, please copy and paste this table and provide answers in the blank column:
| 1. | Which Mandata product are you using? Please provide the version number. | |
| 2. | Is this a new issue? | |
| 3. | When did the issue start? | |
| 4. | What has changed? | |
| 5. | Do you have a workaround? | |
| 6. | How often does the issue occur? | |
| 7. | Can you reproduce the issue? Please describe the steps to reproduce it. | |
| 8. | Do you have any screenshots of the issue? | |
| 9. | How many users are impacted? |
Based on the level of detail you provide, your case will be assigned a severity and priority status. The table below shows the different priority levels and their targeted resolution times.
| Issue severity rating |
Response time | Target resolution time* |
Description |
| Priority 1 | 1 hour | Within 1 hour | Issue makes the Mandata platform wholly unusable. |
| Priority 2 | 2 hours | 10 hours | Issue halts or substantially impairs a high percentage of users. |
| Priority 3 | 4 hours | 50 hours | Issue hinders one user’s ability to operate normally. |
| Priority 4 | 9 hours | 100 hours | Issue that has no operational impact, is a low priority, or a change request. |
*Target resolution time measured in business hours
How to escalate your case
If you don’t receive a response after reporting an issue within the time given in the table above, or if after receiving a response, your case has not been resolved within the targeted resolution time, you may escalate your case.
To escalate your case:
- If your response time has not been met, please contact the Customer Support team by calling 0191 250 2220.
- If the targeted resolution time has not been met, please contact your dedicated Customer Success Manager by email or telephone.
Continuous improvement
Please let us know how we’re doing so we can continue to improve our service to you
This is just the start of delivering an outstanding software support experience to our customers.
Please let us know how we’re doing, and where we can still improve. You can do this by completing the short survey attached to the resolution details that we will send to you when your case is completed. The survey will take a couple of minutes at most to complete.