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Written by: Lindsay Rogers, Technical Support Manager

In order to assist you in planning your workload, we wanted to communicate when our CaseWare Support Team will be available over the festive period. Our Support Team will be here to support you during the following times:

Please note our support lines will be closed from 12:30 on 24^th December until 29^th December, and will close at 16:30 on Thursday 31st December.

Out of hours support is available through our online resources via our KnowledgeBase, where you will find over 2,500 articles and 450 Quick-Vids to assist you with any queries you may have. Please note that our online chat facility will be unavailable while our offices are closed. If you do not have a KnowledgeBase account, we advise that you sign up for an account before the busy festive period.

The Support Team will resume our usual office hours from Monday 4^th January and will be available between 09:00 – 17:00, Monday to Friday.

CaseWare UK Support Service – Team Product Training

As you may well be aware, we have commenced a progressive journey that will transition the existing suite of desktop software products across to innovative new solutions on CaseWare Cloud.  We are thrilled that so many of you have already joined us on this exciting journey.  At the same time as building the product suite, we must also focus on how those products are supported and therefore a number of strategic changes will be taking place over the coming months. 

One of the challenges we immediately face is how we can maintain the knowledge of the UK Support Team in what is becoming a fast moving technical environment.  Part of our solution will be to reserve one hour of the working week for an internal team training and communication session.  These sessions will be taking place between 9.00am and 10.00am every Wednesday, meaning that the customer support channels (phone, email and chat) will therefore be operational from 10.00am each Wednesday.  Great consideration has gone into this project and we have chosen this time as we believe it will minimise disruption.  We trust you will agree this is a positive effort to maintain the value and quality of the support services we offer. 

The new arrangement will take effect from Wednesday 6th January 2021 and will run initially for a trial period of 3 months.  If you have any questions regarding this initiative, then please do not hesitate to contact Philip Wiles at philip.wiles@caseware.co.uk