Users are our number one asset and as such, support is our number one priority. Here you will find a set of CMITS resources to assist you to use CMITS more effectively and to help in the event of you encountering a problem.

We are committed to delivering a speedy, effective, courteous and jargon free service, that treats every user as a person rather than a support ticket number. We know that all you want to do each day, is to get on with the important work of assisting and delivering services to your constituents. You are not unpaid computer engineers expected to be able to identify and solve technical issues. It's our job to step in when technical issues arise and I can offer my personal guarantee that we will take instant ownership of any issues and where required, assist you to get help from Parliamentary IT (PICT) where any problem is beyond our scope. It is important that if you need to raise an issue with PICT, you obtain a Call Reference No. This ensures that in the event we need to liaise with them on your behalf, they can quickly bring up any notes recorded when you reported the incident.

Please be aware that this is a very busy time, especially given the large number of new Members in Westminster and the large number of new users adopting CMITS. If you have any difficulty contacting us by telephone we would ask you to email support@itos.co.uk with a quick outline of the problem or question. Someone will get back to you within 30 minutes. Emails also help us better document issues. We are available 24/7 and throughout the weekend during this busy period, so every effort will be made to ensure you get the support you need when you need it.

How to get in touch
	01226 341287		support@cmits.net

We've said all the nice things and any contact with support should not leave you feeling frustrated or dissatisfied. In some circumstances, we may have to work with Parliamentary IT to resolve an issue and this can lead to some minor delays. This is because our network access rights are limited to the provision of CMITS support. No service provider can ever promise that you will have no problems, but what we can promise you is that if you do have a problem we will take ownership of it and see it to a resolution.

How can you help?

In order for us to deliver support at busy times to those who need it most, it is important that our users make use of the How to resources available on these support pages. We know it's sometimes easier to pick up the phone rather than check the reference materials. Equally, when prioritising support requests, please resist to mark every request as Urgent. You will never be kept waiting long for someone from the support team to get back to you, but it's useful for us to know who needs urgent help. The final and in our view most important way you can help is honesty. Sometimes we all make silly mistakes and think "i can't admit to deleting that or admitting to close the PC down by switching it off rather than close it down. Nobody here will be annoyed or talk down to you, because the key to getting you back up and running is not understanding why you did something, but rather what you did. It save us hours of having to chase shadows in order to identify the source of the problem. Tell it as it is and we'll be better placed to get you back up and running.

We are always interested on your feedback in relation to our support service, so please feel free to email martin@cmits.net to let us know how we can improve things.