How to report a system issue
Our Support team is your first port of call to report an issue with your Mandata system. Our team will complete a preliminary assessment of all issues reported, and direct them accordingly, so that the correct team can resolve your issues as quickly as possible.
Contact our Support Team
How Support issues are prioritised
Based on the level of detail you provide, your case will be assigned a severity level and priority status. The following table outlines the different priority levels and their targeted resolution times:
| Issue severity rating | Response time | Target resolution time* |
Description |
| Priority 1 | <1 hour | Within 1 hour | Issue makes the Mandata platform wholly unusable. |
| Priority 2 | 2 hours | 10 hours | Issue halts or substantially impairs a high percentage of users. |
| Priority 3 | 4 hours | 50 hours | Issue hinders one user’s ability to operate normally. |
| Priority 4 | 9 hours | 100 hours | Issue that has no operational impact, is a low priority, or a change request. |
To ensure our team can prioritise your case correctly, please provide as much detail as possible about the issue you are experiencing. Please see below the information we need for all cases.
*Target resolution time measured in business hours
Log a case online
You can raise a support case on the MyMandata Community Portal. Please follow this link to access the portal: https://my.mandatacommunity.com
You can log and follow progress of support cases online as well as:
- Access Help guides for all Mandata transport management software and apps.
- Provide feedback to help us to continue to build and improve the portal.
Not registered for the My.MandataCommunity.com customer portal?
Please email our Support team with the names and email addresses of your team requiring Community Portal access. They will receive an invitation to register (please note the link is valid for 48 hours).
Email us
Mandata and Stirling Products: helpdesk@mandata.co.uk
Once you’ve emailed our Support team, and your case has been triaged, you will receive an email containing your case reference, assigned priority and SLA response times.
Information we need for all cases
Please ensure that the following questions are answered when reporting an issue. Kindly note that cases reported with incomplete information may risk being delayed.
If you log a case by email, please copy and paste this table into your email and provide answers in the blank column:
| 1. | Which Mandata product are you using? Please provide the version number. | |
| 2. | Is this a new issue? | |
| 3. | When did you first notice the issue? | |
| 4. | Please explain what has changed? | |
| 5. | Do you have a workaround for the issue? If so, please provide further details. |
|
| 6. | How often does the issue occur? | |
| 7. | Can you reproduce the issue? Please describe the steps you take to reproduce it. | |
| 8. | How many of your users are impacted? |
Wherever possible, please provide screenshots of the issue you’re experiencing.
Call us
To reach our software and tech support teams please call: 0191 250 2220 (Monday to Friday, 8am to 6pm). For details on how to contact us out of normal working hours, please click here.
Please provide feedback
Please help us to continue to improve our service to you, by rating each case. It’s quick and easy.
When each support case is closed, you’ll receive an email providing details of your case resolution, and a link to rate our support service. To provide feedback at any other time, please contact your Customer Success Manager.
All feedback is shared with our team and each review helps us to make our customers’ lives that bit better.
Thank you for helping us to improve by providing your feedback.
How to escalate your case
If you do not receive a response to your case within the timeframe agreed, or if after receiving a response, your case has not been resolved within the targeted resolution time, you may escalate your case.
To escalate your case:
- If your response time has not been met, please contact the Support team by calling 0191 250 2220.
- If the targeted resolution time has not been met, please contact your dedicated Customer Success Manager by email or telephone.