Alongside our Website and Help Centre (which you’re reading right now), you can always get in touch with our teams! The most suitable team to contact depends on where you are in your Smoothwall journey and the type of help you require.
Delivery
Once you move to Smoothwall, our Delivery team will help you through the installation and initial setup of your Smoothwall products. You may also interact with the Pre-Sales team to ensure you have the configuration that best suits your needs.
They’ll let you know how best to get in touch with them, and will complete a handover to the Support and Customer Success teams once your installation is complete.
Support
The Support team helps with the technical side of using Smoothwall.
You can see how to get in touch with the Support Team here: Raise Support Tickets. Contact them for:
- Issues with your Smoothwall hardware or software.
- Technical questions about how Smoothwall products work.
If you call us, you’ll be connected to our Customer Care team, who will assist with simple questions or create a ticket on your behalf for the Support team.
Your ticket will be triaged, and then, depending on its complexity and urgency, it’ll be worked on by first-line, second-line, and/or third-line support.
Customer Success
The Customer Success team provides proactive and strategic advice to maximise the value of your solution. Your dedicated Customer Success Manager (CSM) ensures you achieve your goals and are successful throughout your journey with us.
They’ll let you know how best to get in touch with them. Contact them for:
- Learning best practices and maximising existing features
- Exploring new products or services to add to your contract.
- Renewal dates for the products and services you have purchased.
- A base level of support, such as logging into the product.
- Training requests.
- Sharing feedback. They will pass on your valuable thoughts and feature requests to our product development teams.