Support Services Overview  

Integral provide a variety of services to support both our direct customers and our partners.

We provide a variety of support levels, from standard office hours from 9am to 5.30pm and a range of extended hours cover in the evenings and over the weekend for Merchants where this level of support is critical.

Support calls may be logged over the phone, or via email. Integral are implementing an integrated Customer Relationship Management (CRM) system which will enable full tracking and escalation of all support cases. All calls or emails will receive a unique case (ticket) number. Where the support request is submitted via email, the system will send back an automated response to the customer confirming the ‘case reference number’. The CRM system will provide us with powerful tracking of all customer interactions and the ability to automatically escalate the case to ensure that the relevant Service Level Agreements are met.