Support Hours

View our Holiday Support Hours - Christmas 2024

Review the Support Framework to understand the process and SLAs around Gladstone support services.

What are the coverage times:

• Monday to Friday - 7am – 7pm coverage.
• Weekend Hours - P1 (Critical) issue support via our voicemail service answered twice daily at 9:30am and 4:30pm.
• Bank Holidays - P1 (Critical) issue support via our voicemail service answered twice daily at 9:30am and 4:30pm.

Gladstone Extended Support (additional paid service):

• Direct support contact for P1 (Critical) issues from 7pm – 11pm Monday to Friday.
• Direct support contact for P1 (Critical) issues from 7am – 11pm Saturday & Sunday.
• Direct support contact for P1 (Critical) issues from 7am – 11pm on bank holidays.

What is considered P1 (Critical)?

A Problem which results in the loss of ability to complete any customer facing transactions across an entire site. For the avoidance of doubt this would include the complete loss of payment via any payment method/channel at all reception points. This relates to the core products of Plus2 and Gladstone 360 only. If additional escalation is required for technical installation or development assistance, this will be progressed during the standard working week.

Gladstone Standard Support

Manages incoming calls, emails and web logs from over 2000 sites within the UK, providing support at many levels: Software Technical Issues.
Gladstone Support benefits include:

• Access to our dedicated Customer Support Team.
• Access to our Training Hotline.
• Access to our Technical Desk.
• Access to a library of our previous Webcasts online.
• Access to our Monthly Webinar sessions.
• System, Data and Technical Audit Services.
• Availability to attend our Customer Regional Summits.
• A web-based Password Generator for quicker Daily Password and Setup/Supplier codes.