If something isn't working, or you need a change made, raise a support request and we'll pick it up. Every request gets a reference number, so nothing gets lost and you can see how it's going.
The quickest ways to reach us
1. Submit a request online
- Go to support.saundersnetworks.com.
- Click Submit a request.
- Fill in the form and click Submit.
You'll get an email confirming we've received it, with your reference number.
2. Message us on WhatsApp
Message us on WhatsApp on +44 20 4570 7149. It's handy if you're on the go, and you can send us photos or screenshots of the problem straight from your phone.
3. Email us
Send an email to support@saundersnetworks.com. You'll get the same confirmation email with your reference number.
4. Call us
For anything urgent, call +44 20 4570 7149. If you're not sure whether it's urgent, see What counts as urgent? below.
What to include
The more we know up front, the faster we can fix it. Try to include:
- What's wrong: what you were trying to do and what happened instead.
- Any error message: a screenshot is perfect.
- When it started, and whether it's happened before.
- Who's affected: just you, or other people too?
- The best way to reach you, if it's not your usual email.
Please raise one request per problem. It helps us track each one properly.
What counts as urgent?
Call us if:
- Several people can't work (for example, the internet or email is down for the office).
- You think you've clicked a suspicious link, or your account may have been compromised.
- A phone or laptop with company data on it has been lost or stolen.
For everything else, submitting a request online or messaging us on WhatsApp is the best route.
After you've raised a request
- Reply to any email about your request to add more detail. Everything stays in one place.
- To see all your requests and their status, sign in at support.saundersnetworks.com and go to My requests.
- We'll update you as we go, and let you know when it's resolved.
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