Introduction

You may log a support request through the TetherX Platform, by email or by telephone.

In-Platform Support (Preferred)

To log a ticket, simply tap on the help button in the bottom right within the platform:

In-Platform support is typically more effective than other support methods as we know what page you are on the platform, you can send any attachments we may need and you can easily escalade the issue if you are not getting a satisfactory resolution.

Note: We normally respond in under an hour (often in as little as 5-10 minutes). See our Support SLA details at the bottom of this document.

Telephone Support

You can get telephone support by calling 0208 099 6260 and selecting 2 for Support.

Note: Our focus is a reliable and predictable UK support number that will get you through to someone quickly. While we still urge you to use the in-platform support, this ensures you can speak to a person when you need help.

Support SLA

TetherX responds to most issues during business hours - 9 AM to 5 PM, Monday to Friday. For critical issues, we have systems that monitor the platform 24-hours a day.

Critical

Complete loss of service

  • 2 working-hour response

High

Partial loss or interruption affecting a significant number of users

  • 4 working-hours response

Normal

Loss of service to a specific group or single end-user or minimal service impact

  • 12 working-hours response

We welcome your feedback.

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