You can use Queensberry's online Support Centre one of two ways and either will help us give you better service:

• By emailing us as before (your messages will be automatically fed into the Support Centre and responded to there by our staff), or better still...
• By logging on at http://support.queensberry.com and "submitting a ticket" (starting an enquiry).

The first option means you don't need to change how you deal with us (you just need to get used to receiving its auto-response emails!). But if you log on to support.queensberry.com instead of emailing us, our responses will be even faster because your enquiry will go directly to the best person or team to handle it.

Either way, you'll get progressively faster, better responses thanks to our web-based Support Centre working behind the scenes.

Keeping track of you and your enquiries

Support Centre keeps track of...

• You (by using your email address)
• Your enquiries (by allocating them "ticket numbers")(Remember that if you're enquiring about an existing order you must also quote our Reference Number!)

Either you can start a ticket, or we can

As we said, to do it yourself, either email us or go to http://support.queensberry.com

Emailing your enquiries

If you email us, we'll receive your message and reply to it in Support Centre, but the only difference you'll notice is that the Centre will email an automatic response when it first gets your message. The response looks like this:

Treat it as confirmation that we've received your message and will reply to you soon. Apart from that, you can just ignore it. You'll receive our reply by email in due course - and you can email back, just as before.

Your "ticket number" will appear in the email subject line, in the above case #304. Don't delete this. The ticket number means that the entire conversation between us can be recorded as a thread that either of us can review.

If you prefer to work by email, that's all there is to it.

Behind the scenes, our staff will channel your enquiries to the person or team best qualified to answer them (account managers, order processing, technical support people or whomever). And Queensberry Management can monitor tickets to keep track of all unresolved enquiries, check our response times etc.

Working online

If you prefer, you can log on to Support Centre yourself and enquire online instead of using email. As we said earlier, our responses will be faster because your enquiry will go directly to the best person or team to handle it. You'll also get a better idea of what's happening "behind the scenes", and be able, like us, to review an entire thread - much more convenient than trying to work out what's happening in a string of emails.

When you go to the website you can choose from six options as in the above graphic on the Home page:

• Register
• Submit a Ticket
• Knowledgebase
• Troubleshooter
• News
• Downloads

Only the first two are active now. The remaining four are under construction. We'll be moving content into them from our website and forum, and will let you know when they go live.

You'll need to register to use the site. Do so by entering your user name, email and password in the right-hand panel, then verifying your registration and clicking the Register button.

On the other hand, if you clicked through from an auto-response email to go to the site, your email address will be registered already. The email will include a password which you'll need to use to login and view your Tickets. You can then change the password if you wish.

Assuming you want to ask a question or request information, select Submit a Ticket.

This will take you to a new page where you need to select a "Department". There are a number to choose from, as in the graphic.

Select the department that best matches your enquiry, then click the Next button which will take you to the following screen as in the next graphic. There you can enter a subject and message, upload files, such as images, and set a priority for your enquiry. When ready, click Submit.

You will receive an automated email response, and a ticket number, just as if you had emailed us. Our reply will also be emailed, although now you've registered you'll be able to view it online and reply to us on line. Again, the Ticket number will be quoted on all correspondence and you should make sure it stays in the email subject line.

If we generate a ticket

If we (rather than you) generate a ticket it will be allocated a ticket number just the same.

The most common reason for us to initiate queries will be because you phoned us, or faxed. But from that point on the system will work exactly the same way - you'll get auto-responses - and often you'll note that we move the query online so we can send you links to resource pages, publications, downloads, movies or whatever. Of course if the best way to handle the matter in hand is by phone, for example, that's what we'll do.