CLIENT SUPPORT
Keep the question connected to the assignment and its authorised contacts.
Use engagement support for an existing accounting, reporting, training or systems assignment. Include the relevant reference and explain the action or information you need. A recorded request helps maintain context, but an acknowledgement does not authorise a change or confirm that a requested task falls within the existing scope.
Submit a support request
Existing request
Use your ticket reference and reply email to request a single-use access code.
Describe the issue precisely
Provide your name, organisation, reply email and engagement or ticket reference. State the affected period, document or workflow and what you expected to happen. A non-sensitive screenshot can be requested through the approved route where useful. Never include passwords, one-time codes, private signing keys or unrestricted financial archives.
Confirm authority for consequential instructions
Changes to reports, user access, recipient details or sensitive records may require verification through an authorised contact. A forwarded email or knowledge of a reference is not sufficient by itself. We assess the request against the accepted scope and may need further information or approval before acting.
Follow the recorded conversation
Keep replies within the same ticket where possible. The support process distinguishes a request awaiting client information from one under review or resolved. Any service commitments are governed by the engagement. Confidential ticket history and attachments should only be available to authorised people, not through a public ticket-number lookup.
Common questions
What should we do when a report has an urgent discrepancy?
Use the Document concern route and include the report reference. Explain the time sensitivity without assuming the website acknowledgement guarantees an immediate resolution.