SUPPORT
Essential support services
Our technical team is ready to problem solve and support your needs.
Send in an email or call the service desk for critical incidents.
Open hours: Monday – Friday, 09:00 – 17:00 (UK time)
This festive period 2025 we’ll be off at lunchtime on
the 24th Dec and back on Friday the 2nd Jan.
WE ARE PROUD OF OUR TECHNICAL TEAM
Discover the essential difference
Essential customers benefit from a fast and responsive UK-based service desk, staffed by experienced support personnel with deep-domain product and subject matter expertise.
Unlike many services that rely on chatbots, our team is dedicated to providing an in-person service, ensuring your issues are understood and resolved by real people, not automated systems.
All our customers also have a dedicated customer success manager.
Support Hours
Our support team is available during the following hours:
Monday – Friday, 09:00 – 17:00
(UK time) – Excluding UK Bank & Festive Holidays
FESTIVE PERIOD 2025/26
This festive period 2025 we’ll be off at lunchtime on the 24th Dec and back on Friday the 2nd Jan.
How to Reach Us
+44 (0) 1275 343199
support@essential.co.uk
If you’re reaching out outside of support hours, please complete our support form, and we’ll get back to you as soon as we’re available.
Support FAQ
How do I raise a support call?
Simply contact the Essential support team as follows:
Tel: +44 (0)1275 343199
Email: support@essential.co.uk
Monday – Friday, 9am – 5pm
(UK Time – Excludes UK Bank Holidays & Festive Period*)
Our team will log your call & give you a support ticket number you can use for reference.
What additional services do you offer?
In addition to technical support we offer a holistic service that includes:
- A dedicated after-sales service team
- Consultancy services
- Training courses to empower personnel & minimise cost
- Design & branding services to make your solution your own
- Best practices advice
What if I need support outside office hours?
If you need assistance outside of our support hours, drop us an email or complete our form (see above). Our team will get back to you as soon as we are next available.
What solutions do you support?
Solutions currently on support include:
- AgendaX
- COMPASS
- Directify (previously Profiler)
- Foresite
- Hubstar Connect (previously Smartway2)
- Learn365 (previously LMS365)
- Metalogix Archive Manager
- Metalogix Migration Manager
- Mailscape
- PCDuo Enterprise
- Resource Central
- ResourceXpress
- SSH for OpenVMS
- TapeSys for OpenVMS
- TCPWare for OpenVMS
- TransVault Insight
- TransVault Migrator
- TransVault Sprint
- Perform365
- UnitySync (previously SimpleSync)
- Uniscope
Do we have a current support contract?
If you are not sure you have a current support contract with Essential, please contact us for an instant update.
If you wish to purchase a support contract for a product that was not originally sourced from Essential, or where support has lapsed for a period of time, you may need to purchase an additional health-check and upgrade service to ensure the product is on the most current supported version and is in a stable condition.
