# Support portal and client login

> Canonical: https://wit-support.uk/support

Customer support

# The WIT support portal

Sign in to raise a ticket, track work already in progress and find quick answers. Our portal runs on Halo, so everything to do with your support sits in one place, for everyone in your practice.

Call +44 (0)20 7183 0498

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## Everything about your support, in one place

Email is fine for a quick question, but it is a poor system of record. The portal gives you and our engineers the same view of what has been asked, what has been done and what is still outstanding.

- Raise a new request and attach screenshots, logs or files
- Follow progress, see who is working on it and reply in the thread
- Look back over previous tickets, including how they were resolved
- Search a knowledge base written for the systems you actually use
- Log routine requests (new starters, leavers, licences, kit) in a consistent way

### Client login

Secure sign-in for WIT customers. Use the email address we hold for you, or your Microsoft 365 account where we have enabled single sign-on for your practice.

No account yet? Ask whoever manages IT in your practice to request one, or email the service desk and we will set you up. If you have forgotten your password, use the reset link on the sign-in page rather than raising a ticket.

Getting a faster answer

## What to include when you raise a ticket

None of this is compulsory. It simply means the first reply you get is a fix rather than a question.

- 1 **Tell us what you were doing** The file, the project, the software and what you were trying to achieve. “Revit crashes when I open the central model on the Riverside job” gets a far faster answer than “Revit is broken”.
- 2 **Include the exact error** A screenshot or a copy of the wording saves an engineer a great deal of guesswork and often saves you a follow-up call as well.
- 3 **Say who and how many are affected** One person or the whole studio and whether there is a deadline attached. That is what determines how the request is prioritised.
- 4 **Keep the thread going** Reply in the portal rather than opening a fresh ticket, so the full history stays in one place for whoever picks it up next.

Priorities

## How we triage what comes in

Every ticket is given a priority when it reaches us and you can see it in the portal. The table below is how we categorise requests; the response times that actually apply to your practice are the ones set out in your agreement with WIT.

| Priority | Typically means | Our aim |
|---|---|---|
| P1: Critical | Practice-wide outage, nobody can work, or a suspected security incident | Picked up immediately and worked continuously |
| P2: High | A team or a live project is blocked, or a key system is badly degraded | Same working day |
| P3: Medium | One or two people affected and a workaround exists | Within one working day |
| P4: Low | Requests, changes, new starters, licensing and general questions | Scheduled with you |

If something is genuinely stopping the practice from working, phone the service desk. A P1 raised at 4.55pm by portal alone is a P1 nobody has heard ringing.

Other routes

## Prefer to speak to somebody?

The portal is the fastest way to get a request logged and tracked, but it is never the only way to reach us.

### Call the service desk

For anything urgent or business-critical, pick up the phone. We will log the ticket for you.

+44 (0)20 7183 0498

### Email us

An email to the service desk creates a ticket automatically and you can follow it in the portal afterwards.

Not a WIT customer yet?

The portal is for practices we already look after. If you are weighing up a change of IT provider and want to see how our support actually runs day to day, we are happy to walk you through it.

Talk to an IT specialist See our managed IT service

## Something not working the way it should?

Log it in the portal and it goes straight to the engineers who know your systems.

Contact us