Log and Track Your Support Request Online:

Using our online support portal you can log, update and view the progress of any support requests you have. On logging your issue you will be provided with a unique call reference number which will be used where we need to refer to the call

Please note you will need a username and password to login to the portal, if you do not have one please request one in email from european.support@kewill.com stating your company name.

All European support requests are routed via our Customer Services Support Centre, which is located in Sale, Manchester, England.

Whichever method is used the receipt of a support request will result in a call being logged. From then on the call is managed, tracked and updated until it is resolved to the satisfaction of the customer.

Update requests from the customer may be made in the same way as the original call was raised. Kewill will keep the supplier informed on progress as appropriate to the calls severity and likely time to resolve.

Customers are more than welcome to request an update on the progress of their call. In stating this we ask that consideration be given to the length of time the call has been open, as regular update requests may impact negatively on the time taken to resolve an issue.

Whichever route is chosen the same information is required to allow the Support Centre to correctly log, assign and prioritise a support request. This information is

· Company Name
· Contact Name
· Contact Telephone number and email address where available
· Login ID for web system (if applicable)
· Description of problem, including any error messages seen.
· The impact the issue is causing

The Kewill European Support Centre is manned between 08:00 and 18:00 Monday to Friday. Extended support services and bespoke support agreements are available up to 24/7 by contacting your account manager. Excludes UK public holidays

The European Support Centre can be contacted here