Support
Our UK-based support team is here to help you get the most from SwiftCase. Whether you need technical assistance or guidance on best practices, we have you covered.
Submit and track support tickets through our dedicated portal. View your ticket history and communicate directly with our team.
Open Support PortalBrowse guides, tutorials, and reference documentation. Learn how to configure workflows, build reports, and more.
View DocumentationFind answers to common questions about features, pricing, implementation, security, and more.
Browse FAQUK business hours
Monday - Friday
9:00 AM - 5:30 PM GMT
For the fastest response, submit your support request through our portal. Include as much detail as possible about your issue, including screenshots or screen recordings where relevant.
Submit a TicketHow quickly we respond depends on how badly the issue affects you.
15 business minutes · Phone call
A production system is down or data is at risk, and many users can't work: the system hangs or crashes, critical functions are unavailable, or data is lost or corrupted. There is no workaround and the impact is escalating quickly.
30 business minutes · Phone call
The same critical impact on a production system, but a procedural workaround keeps people working.
4 hours · Email
A major production issue that severely affects the business: significant slowdown, important functions unavailable, or a small number of users blocked. Most users can still work, at limited capacity.
8 hours · Ticket
A partial or non-critical loss of function in production: some functions unavailable or a minor slowdown, affecting a small number of users and not escalating.
48 hours · Ticket
An issue on a non-production system, incorrect behaviour with no impact, or a question, comment, feature request or documentation issue.
Critical issues affecting production systems are prioritised regardless of plan level.
For sales enquiries, partnership opportunities, or general questions, our team is happy to help.
Contact Us