Help Desk

Our Help Desk wins us many new customers simply on the strength of its excellent reputation for personal, expert and patient advice.

You can contact us using any of the following methods;

The core cover time is between 08.30 and 17.00, from Monday to Friday.

The office is closed on Bank and Public Holidays.

You can record out-of-hours messages on our 24 hour answering phone service and these will be dealt with as soon as the office opens again.

Details of the Help Desk service are as follows:

• A request for help from a client will usually receive an immediate personal response. We will offer a clear identification of the nature of the problem and whether it is due to user understanding or a technical issue.
• We endeavour to provide assistance with user understanding immediately or within one working day.
• Responses to technical issues will depend on the nature of the problem reported:
  • Minor functional problems, those for which we can offer a work-around solution, are normally incorporated in the next update of the software.
  • Problems that both Pearson Phoenix and the customer agree are major functional problems which prevent use of the software on a day-to-day basis are given the highest priority. We aim to provide a solution to such problems in as short a time as possible.

Existing customers will know that we give help liberally. However, where we feel that a client is making unreasonable demands on the Help Desk at the expense of other users and that this is due to insufficient training in some aspect of their system (hardware or software), we reserve the right to ration the amount of help given until the relevant training has been undertaken.
Pearson Phoenix Services