Customer Support

If you have a problem with your software or systems, you can speak to a Squared Paper engineer 24 hours a day, 7 days a week, 365 days a year. We operate an on-call rota meaning that when you generate a support ticket using our online system, we’ll use our best endeavours to call you back and be connected in to your system within one hour.

Incident based support model

Instead of fixed annual support charges, we operate an incident based support model. If you choose to purchase support from us, you buy a pack of incidents. We sell these in packs of 10. An incident is a reported problem with a system or software module leading to a fault condition. A single incident may require multiple calls. An incident will be closed by mutual agreement.

Reporting an incident

We have a secure, online, easy to use support website where you report any incidents to us. This generates a ticket and a SMS message to our on-call engineer.

What we will do when

We will take immediate action to restore service either fully or by providing a workaround. By 10:00 UK time on the next working day, we will send a report to your nominated contact with any follow up actions we will take, and any timescales for these.


We deduct 1 incident credit per incident. However, if the fault was caused through a bug or problem in our software or systems, we will of course not deduct a credit.

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