The Support Team

Staffed by Professionals

		Support... effective, efficient, and always there

Staffed by dedicated and knowledgeable professionals, our Support Team is there to resolve any support issues you may encounter.

Open for You in the UK

The Team's standard UK support hours are 0800 to 1700. Furthermore, the Team is available for emergency support until 1730 Monday to Thursday, and 1700 Friday.

In addition, extended support hours are made available during certain critical periods in the School Calendar. Details are published on the Home page, and circulated by email to all our registered Users.

Support outside these hours, or over weekends, Bank or Public holidays, and from Christmas Day to New Year's Day inclusive, is available with prior arrangement.

Open for You in Europe and Internationally

Support is available for every European and International School, according to their own 'normal working' hours. For this, each School is given their own dedicated support number to call.

Support Requests

For schools in the UK, the Support Team is reached by using their direct line, 08450 34 66 55 or email at support@doublefirst.com

For European and International Schools, the Support Team is reached by using your dedicated number, or email support@doublefirst.com

Support Call Stages

Double First categorises support calls, as follows,

• Stage 1 - 1st line, where the call is cleared on first contact
• Stage 2 - Where the call requires more than one contact to resolve
• Stage 3 - 2nd line, where the call is refered to the Technical Support Team, e.g., Report design or change request
• Stage 4 - Development is required to provide the feature requested
• Stage 5 - The support call is on hold pending further information from the customer

FAQs

From data gathered by our Support Team and Training staff, Frequently Asked Questions are listed for your benefit in the Our World area of this website.


back