What details do I need to provide when phoning you?

Our support team operate 24x7, 365 days a year, and they are always happy to take your call. If you do need to call our support line for anything related to your account or to your services, we will first need to identify your account and then you will need to pass our phone-call security process, as outlined below.

To identify your account, we will simply need either the account name, an IS number assigned to your account or an invoice number. Once we have located your account on our system, we will then check your name against the list of people named on your account. Please note, you must be named on the account’s contacts to phone our support line.

To ensure that all our clients’ details and accounts are secure, when a person phones our support line with a request or query related to their account, we will require them to pass the security question listed against their name before we can proceed. This policy is in place to leave you safe in the knowledge that no unauthorised persons can phone our support line and make changes to your account or services.

To pass our security question, you must be a person named on your company’s / personal MyServers account, you must have a security question setup against your name on the MyServers account and you must know the answer to this security questions when asked over the phone.

If you are not a named person on the MyServers client account, either you or someone with access to the MyServers account control panel must add you as a contact to the account, before you can phone our support line and pass security.

If you have access to the MyServers portal, to check who is currently listed on the account and can phone our support line, login to your MyServers account and then under the My Account tab click on the Contacts. You will now be able to see a list of the people named on the account and their permissions. These people will be able to phone our support line, as long as they know the answer to their security question.

If you need to add a new contact to the account, first press Add Contact. You will now need to fill in all the details of the new contact. Please make sure that these details are added correctly, as we will use this information to contact this person, if the need ever arises. After filling in the new contact’s details, you now need to set a password and security question for the new contact. We would suggest asking the new contact to fill in this information; as they will need to use the password to log in to their MyServers account and they will need to know the answer to the security question if they ever wish to phone our support line. Finally, you should set the roles of the new contact. The roles selected will limit the access this new person has to the MyServers account and limits the information we can provide over the phone, so please set these correctly. Once you have finished filling in all these details, press Save to add the new contact.

Once this has been completed, the person that has been added to the account is free to phone our support line whenever they have a question or query.

If you are a named person on the MyServers account, but you cannot remember the answer to the security question or you have not set an answer to any security question, you can also login to the MyServers control panel and reset/set the answer to a security question. To do this, login to your MyServers account using your own login and click on Personal Details under the My Account tab. Now select a Security Question and then input your answer to this security question. Then press Save.

You will now be able to use the answer to this security question to pass our phone-call security question.

Please note, before phoning our support line, we would always advise our clients to raise a support ticket with all the details, so we can use this as a basis to reply to you and perform any work after the phone call.

Once you know the answer to your security question, please phone our support line any time you wish to speak to a member of our team or escalate an urgent issue.

If you have any questions, please feel free to get in touch.