Customer Support Services

October 2020 update

6th November 2020

Check out what our brilliant Customer Services Team achieved last month and the fantastic feedback left by our customers.


  • Initial response time to tickets logged

    - 68.5% within 10 minutes

    - 20.5% between 10 and 30 minutes

         - 10.6% between 30 minutes and 2 hours

         - 0.3% over 2 hours

  • Average customer satisfaction score

    - 98%

  • Tickets opened vs closed

- 3,369 tickets opened

- 3,442 tickets closed

  • Customer feedback

"Kath responded to my ticket and talked me through the solution quickly and clearly – brilliant support!!!"

- Support Customer 22/10/2020

"Jane was very quick to reply and updated Laura’s request with no issues. Great updates from Jane, very pleased."

- Support Customer 22/10/2020

"Brilliant service from Paul Ballard. Walking me through the problem and enabling me to fix the issue myself from now on. Thank you."

- Support Customer 16/10/2020

For more information, check out Sage Support from Datel or take a look at the latest feedback from our customers, updated every 15 minutes.