Support Team

Technical Support

If you require assistance during working hours (Monday-Friday 09:00-17:30), or emergency support outside of business hours please see below for points of contact.

Standard Support Business hours support for all incidents and requests.
Enhanced Support 24/7 support for P1/P2 incidents and predefined emergency changes and Business hours support for all incidents and requests.

Points of contact

Support Portal Gamma Enterprise & Public Sector CSM Support Portal

Phone Number: 0333 014 5333 (select option 1, option 3, option 3)

Email: enterpriseassist@gamma.co.uk

Duty Manager

Point of contact

To formally escalate the priority of an ongoing incident or service‑related escalation, customers may contact the duty manager 24/7:

Phone Number: 0333 050 5153

Service Levels and definitions

Please see below for standard incident definitions, response times and resolution time SLAs.

* Resolution in this instance means either a complete resolution, or alternatively, the delivery of a partial solution that effectively reduces the priority. Where the priority is reduced, the resolution targets pertaining to the lesser priority situation become applicable. On such occasions, the resolution time for the lesser priority situation is measured from the point where the overall situation was originally reported to or detected by Gamma.

When should I contact the SmartAgent support team?

You should contact us whenever you experience an issue with the following

Service availability
Login Problems
Reporting / Dashboard issues
New Users / Accounts
General issues / Requests

How can I ensure I receive the quickest response to my support query?

Please include as much information as you can, for example

Service affected e.g. voice or chat etc
Severity of issue e.g. number of users impacted
Expected vs actual behaviour
Date & time issue started / last occured
Failed call / chat example
Screenshots
Steps to recreate the issue