Customer Support

At Autrix, we pride ourselves on our first-class customer service and support. Our ACE customer experience includes dedicated support, regular system reviews, software updates, and 24/7 emergency assistance.

Getting in touch

Our standard support hours are Monday to Friday, 7am to 6pm.

Emergency support for critical issues is available outside these hours for clients with appropriate support agreements. For emergency or out-of-hours support, call us and follow the instructions given.

When reporting an issue, please include your company name, system details, description of the issue, when it started, and any error messages you’ve seen, including screenshots (if applicable).

We can be contacted using the following methods:

Phone: (+44) 01522 246 990

Email: support@autrix.co.uk

Support portal: https://support.autrix.co.uk

What to expect

We aim to acknowledge all support requests within 15 minutes and provide initial response within the same day. For critical issues affecting operations, call our support line directly and indicate the urgency. Critical issues are prioritised immediately.

For most software issues, it is possible for us to diagnose and resolve many issues remotely. For hardware issues, we’ll arrange on-site support as needed.

Training support

As part of your package, we offer training sessions for new team members. To find out more, or to arrange training, please contact our support team.