How to report a system issue
Our Support team is your first port of call to report an issue with your Mandata system. Our team will complete a preliminary assessment of all issues reported, and direct them accordingly, so that the correct team can resolve your issues as quickly as possible.
Contact our Support Team
Log a case online
Please note that we are in the process of changing systems, and the MyMandata Community Portal has now been retired.
All existing open cases will be transferred to our new system, where you will be able to raise and view your cases.
Call us
To reach our software and tech support teams please call: 0191 250 2220 (Monday to Friday, 8am to 6pm). For details on how to contact us out of normal working hours, please click here to speak to our Support team.
Information we need for all cases
Please ensure that the following questions are answered when reporting an issue. Kindly note that cases reported with incomplete information may risk being delayed.
If you log a case by email, please copy and paste this table into your email 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 you first notice the issue? | |
| 4. | Please explain what has changed? | |
| 5. | Do you have a workaround for the issue? If so, please provide further details. |
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| 6. | How often does the issue occur? | |
| 7. | Can you reproduce the issue? Please describe the steps you take to reproduce it. | |
| 8. | How many of your users are impacted? |
Wherever possible, please provide screenshots of the issue you’re experiencing.
Please provide feedback
Please help us to continue to improve our service to you, by rating each case. It’s quick and easy.
When each support case is closed, you’ll receive an email providing details of your case resolution, and a link to rate our support service. To provide feedback at any other time, please contact your Customer Success Manager.
All feedback is shared with our team and each review helps us to make our customers’ lives that bit better.
Thank you for helping us to improve by providing your feedback.
How to escalate your case
If you do not receive a response to your case within the timeframe agreed, 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 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.