How email support works

How email support works

Initial enquiries

All new support queries need to go to Your email will be distributed to a number of people.

You will be assigned a unique support tracking identifier, of the form ARGOnnnn where nnnn is a unique number. The whole identifier needs to be used.

Tier 1 support

If the problem is something that can be answered by something on the support site, then you may get an email from the Tier 1 support team.

If they ask you any questions for clarification, please reply back to the email address that they asked you the questions on.

Tier 2 and 3 support

More complex support queries will be handled by the Tier 2 and 3 support team. They will send emails from - if you want to reply back, then reply back to that email address.

How do I create a new incident?

Send an email to with no identifier in the subject, nor in the body.

How do I continue with an existing incident?

To continue with an issue, simply reply to the last email you received from whichever of the the support teams replied.

Note that the notification email you get that a new incident has been created comes from an email address that you cannot reply to - so do not reply to these.

Where do I put the support identifier?

The support identifier needs to be part of the subject, and automated systems will use this to know where it needs to be sent to.

Things to watch out for

There are some things that can cause problems:

  • Sending to the main support email address with an identifier in the subject or the body will not create a new incident.
  • Replying to an existing email without an identifier in the subject will not continue with the discussion, and also will not generate a new incident.
  • CC'ing other people on an email will not be reciprocated - if you need other people to see the replies, then please notify us (we can adjust the system on a per-incident basis).

Last modified: 2006-03-13 09:49:17 by Jason Tribbeck, visited 6497 times

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