Our fully trained and accredited Technical Support team are one of the best in the industry.
Trained to manufacturer level in all of our products, and holding many industry recognised qualifications, we are always available should you need technical assistance or advice.
We have an average response and resolution time of under 30 minutes for 98% of support calls logged during office hours.
Note that unless you have a 24x7 contract with us, general technical support is only available during office hours UK time, Monday to Friday excluding bank holidays.
Getting Technical Support
In the first instance please review all of the online self-help tools and knowledge base resources which are available. Direct links to specific manufacturers online support resources can be found here.
We are a Distributor, if you have a technical issue we would normally ask customers to initially log their problem with the local reseller who originally sold you the solution. They are trained, generally know your environment and are usually in the best position to offer you advice initially.
If making contact with your reseller is not possible, or if you would like further advice, or if you have questions about a product which you have not yet purchased, please do not hesitate to contact us by phone, by email, or log an official support ticket on our eSupport system which we will respond to very quickly.
Access to Softek’s online ticketing and self help system - eSupport - is also available to all. This system includes call logging / ticketing, call tracking, hundreds of relevant knowledge base articles, call prioritisation and essential technical downloads.
When necessary Redcoin make use of remote management tools for troubleshooting certain issues. Before we initiate a Remote Management session, you must have logged a support call, we must have deemed a remote session is necessary, and we will have issued you with a "Meeting ID". You must then visit this URL, enter the meeting ID and agree to the Remote Session. You can be assured that your privacy and security is paramount to us, and no data will ever leave your network.
"The support we have received has been
nothing short of exceptional. The big problem we have is due to the
fact that most of our clients are Central Government Departments it is difficult, if not impossible for us to provide all the data needed in order to progress our request or help solve an issue."
"Yet, even with very little detail to hand and cryptic clues from us,
they still manage to grasp the issue or request and provide enough
information to help resolve any issues we pass to them. The knowledge they have of their Products is second to none, the
fact that we know we have such excellent support behind us only
strengthens our relationship with them and in turn our clients."
Will Thomson, 4Secure
“The support team have always dealt with any support issues in a fast, informative and friendly manner",
Stephen Bailey, Channel 4 TV
“It's nice to come across someone as enthusiastic as he is and once a problem is logged he doesn't just sit on it, he makes sure it gets resolved. His responses are always very clear and concise...a credit to your team.”
"Exceptional support. Ive never experienced such friendly, knowledgeable and helpful support before. Not only was my issue logged and dealt with promptly and efficiently, the problem turned out to be a 3rd party application which Redcoin support also managed to resolve for me. Exceptionally grateful"