Support
Help when something isn’t working.
If you’re a Kortesy Group client, this is how to reach us and what happens after you do. Everything is logged, so nothing depends on who happened to read the message.
Three ways to raise something
Use whichever is nearest. They all end up in the same place.
Email support
support@kortesygroup.com — becomes a tracked ticket the moment it arrives, with a reference back to you.
Best for most thingsYour client portal
If your system includes the portal, raise and track requests there and see progress without asking anyone.
Clients with a portalNot a client yet?
If you’re asking about new work rather than an existing system, the enquiry form reaches us faster.
New enquiriesWhat happens next
Response targets for clients on a managed-service agreement. Specific commitments are set in your own agreement and take precedence over anything on this page.
| Priority | What it means | We respond within |
|---|---|---|
| Critical | The system is down, or nobody can work | Same business day |
| High | A core workflow is blocked for several people | One business day |
| Normal | Something is wrong but there is a way around it | Two business days |
| Request | A change, a new report, a question, training | Scheduled with you |
Common questions
What should I include when reporting a problem?
What you were doing, what you expected, and what happened instead — plus the reference number of the record if there is one. A screenshot saves a round trip. If it affects more than one person, say so; that changes the priority.
Is my data backed up?
Yes. Backups run on a layered schedule and restores are tested rather than assumed — an untested backup is only a hope. You can also export your own data in full at any time; it is yours, and there is no exit fee for taking it.
Can we change how the system works after go-live?
Yes, and most clients do. Fields, statuses, workflows, permissions and wording are all configurable, and larger changes are quoted as enhancements. Businesses change; a system that cannot follow becomes the next thing you replace.
Who can see what inside our system?
Access is enforced at the database, not just hidden in the interface, so a person can only read what their role permits however they reach it — the app, an export or the AI assistant. Roles are agreed with you and can be adjusted at any time.
Something is urgent and out of hours. What then?
Email support@kortesygroup.com and mark it urgent in the subject line. Out-of-hours cover and escalation contacts are set out in your agreement.