Our support teams are available between 9am and 5.30pm Monday to Friday, including bank holidays but excluding Christmas and New Year. Additional out of hours support can be provided by arrangement.
The Service Desk is your initial one stop point of contact for all support issues.
Application & technical support calls
Support Incidents and queries should be logged with the Service Desk, either by telephone (0845 230 1314), via our website (by clicking on one of the links on the right of this page), or via email (support@castle-cs.com).
Once an incident has been logged, you will be provided with a unique incident reference number. The incident will be routed to the appropriate support team, and the service desk will monitor the incident to ensure that it is handled within the Service Level Agreement.
Once the relevant support team have resolved the incident, it is routed back to the Service Desk, who will contact you to confirm resolution before the incident is closed.
Should you wish to discuss your support requirements further, or make any comments or suggestions, please do not hesitate to contact out Support Manager, Katrina McRae on 0845 230 1314 or katrina.mcrae@castle-cs.com.
Should you wish to discuss your support requirements further, or make any comments or suggestions, please do not hesitate to contact one of our Support Managers.
Katrina McRae, Application Support Manager
katrina.mcrae@castle-cs.com
Tel: 0845 230 1314
Bob Pate, Technical Services Support Manager
bob.pate@castle-cs.com
Tel: 0845 230 1314
Methodology & Processes
Find out more about our industry leading support methodology and processes. Read more >
IT Infrastructure Library
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Support Management
In 2005, Castle decided to invest in a new support management system. We chose HEAT because it was built on more than a decade of service management experience, it was an award-winning product and it provides an integrated capability to handle all of the components of the Support Castle provides. Read more >