I am having a problem using ImpactAware, what do I do?

Your first port of call should be our online help system. Goto our Frequently Asked Questions page online and you should find an answer to any common questions you may have. If you want to understand how to use ImpactAware or work through a particular function then visit our Tutorial page. This area on our website provides step by step guides on how to use ImpactAware.

We are constantly developing these support areas, and they should answer your quickly address any issue you may be having. If you are still having problems then you will need to contact us directly by emailing support@impactaware.com.

What information should I provide in the email?

Please provide your company name, your name and a contact telephone number so that we can call you back if required. Along with a statement of the issue or query it is useful to understand any impact this maybe having on your business, so that we can prioritize our response.

What happens when I send an email to your support team?

We currently provide email support during business hours. On receiving an email one of our support team will capture your issue or query into our Issue Management System and it will be prioritized. We will then email you back with am issue number. As we work through the problem you will be contacted on a regular basis, so that you aware of when and how we will resolve the issue.

Do you provide phone support?

We currently don’t provide a direct telephone number for our support team, as email allows us to capture the information we require more effectively. It also allows us to directly measure our response rates to your queries and support requests.

Your business relationship is critical to our success, which is why each client is allocated a key account manager. As part of your introduction pack you will have received their contact details. It is their job to act on your behalf and represent your issues to the relevant parties within Brellion. If you have a critical issue and feel that our email support is not providing you with the response you require then call your Key Account Manager and they will make sure that your issue is addressed.