Introducing Proactive Support

To make technology work in business, we believe it needs to be backed up with informed, enthusiastic and committed people. We call this proactive support.

Proactive is about some simple, old fashioned principles applied to a modern business. Our aim is to provide great technology backed up with exceptional service.

Contacting us for support should be a pleasure. Proactive Support is about creating a culture that focuses on making customers happy rather than responding to individual issues.

We achieve this by motivating and rewarding good people, keeping things simple, and ensuring the proactive philosophy is practised from top down.

Our promises to you:

We will act quickly to provide a resolution and keep you informed of our progress.
If a request is urgent, we'll try our very best to prioritise it for you.
One person will be empowered to take responsibility for your issue from start to finish.
We'll be open and honest in all communication with you, even if it's bad news.
Complaints will be dealt with fairly and can easily be escalated to director level.

You need to be able to trust FLG to keep your data safe, and you need the reassurance that you'll be able to access FLG 360 when you need it.

Our promises to you:

Your data is backed up regularly and securely stored in 3 separate locations.
Services are monitored 24 hours a day, 365 days a year, both by people and software.
We aim for 100% availability and design our systems to be fault tolerant.
When problems occur, we will keep you informed and work tirelessly to resolve them.
Data is always held safely and compliantly within secure UK data centres.

Service Status

If you are having difficulty accessing or using FLG 360, you may find there is a current issue that is listed on our status page. You can see information and announcements about the status of FLG services at status.flgtechnology.co.uk.

Contacting Proactive Support

By Email

You can email support at support@flgtechnology.co.uk.

We will always try to respond as quickly as possible, but please allow up to 1 working day for a response.

By Telephone

Customers subscribing to Plus or XL editions are eligible for telephone support.

You can contact support by telephone on 0845 272 5216 between the hours of 9am-5pm (UK time) Monday-Friday.

Scope of Support

We will always try to give you the assistance you need in configuring and managing your FLG 360 account. However, some features are very complex and require a higher level of support which you can buy from us through our professional services offering.

Support Covers:

Helping with configuration issues.
Answering 'how to' questions.
Explaining how features work and the options available.
Troubleshooting, including bug fixes and escalation.
Providing support documentation for features such as our API.

Support Does Not Cover:

Best practice recommendations.
Changing settings within your account on your behalf.
Handling of major changes that need to be made to an account.
Providing support for 'plug in' functionality.
Helping developers to use the API or integrate FLG 360 with other systems (other than providing the information they need).

Let's talk 0808 144 0163