Write to support@progressive-technology.org from the address on your account. Every message becomes a ticket with a reference.
Support and response times
What the helpdesk commits to, in hours rather than adjectives.
Response grid
Three queues, three clocks
Times are measured from the moment your request reaches the helpdesk during UK business hours.
| Queue | Use it for | First response | Hours |
|---|---|---|---|
| Standard | General questions, how-to, billing and plan changes | One working day | Mon–Fri, 09:00–17:00 UK |
| Priority | Blocking issues: cannot import, cannot close a period, invoice records not saving | Four working hours | Mon–Fri, 09:00–17:00 UK |
| Onboarding | Activation, first import and workspace setup | Named contact, two working days | Scheduled during onboarding |
Requests received outside business hours start the clock at 09:00 on the next working day. Bank holidays in England and Wales are not working days.
Channels
Where to write
Contact form
Use the form on the contact page for a first enquiry; it reaches the same queue with the same clock.
Your named contact
Accountant and onboarding customers get a direct address for the first 60 days, then the standard queues.
Escalation
If something stalls
Reply with detail
A ticket reference and a plain description of what you expected versus what happened gets the fastest route to a fix.
Escalate inside the ticket
If a first response has not moved the issue, ask for escalation in the same thread — it keeps the history in one place.
Owner review
Unresolved priority issues are reviewed by the account owner at the end of the next working day.
FAQ
Support questions
Do you offer phone support?
Support runs by email and the contact form so that every exchange is recorded and can be attached to the ticket. Scheduled calls are arranged during onboarding and on request.
Is support included in every edition?
Yes. All three editions include support on the same response grid; the Team edition additionally routes requests to the priority queue.
What is not covered?
Bookkeeping advice, tax advice, help with your own devices or network, and work inside a third-party tool are outside the helpdesk scope. We will say so plainly rather than leave a ticket open.
Tell us what would break your month
If a specific workflow matters more than the grid, raise it before activation and we will confirm it in writing.