Customer Support

If you have a problem with your software or systems, you can contact a Squared Paper engineer for assistance whenever you need. 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. We offer two types of support, incident based support and unlimited support. For most customers and use cases, incident based support is the best option.

Incident based support model

Instead of fixed annual support charges charged at a percentage of the system purchase price, we operate an incident based support model. If you choose to purchase support from us, you buy a pack of incident credits. We sell these in packs of 10 and there are two options UK office hours support or 24x7x365 support.

Unlimited Support

For some use cases, it is appropriate and best value to purchase unlimited support from us. The price is tailored to your system, use case and requirements. The support model operates the same as incident based support but you are covered for unlimited incidents for a fixed annual price.

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. If you need to raise a ticket, please go to https://support.squaredpaper.co.uk