Support Policy
During business hours the Support Team can be contacted by telephone on 0845 880 1221 or by email on support@tradeweb.co.uk. Our business hours are Monday to Friday, 9:00AM to 5:30PM. Out of hours you can contact us by email on support@tradeweb.co.uk, but please note that response times may vary. We will endevour to get back in touch as soon as possible.
Our systems are monitored 24 hours a day seven days a week by automated monitoring systems. In the event of a problem the engineer on duty will be notified by SMS message to their mobile phone. You can use the service status page to monitor any on-going issues.
Our Support Team work hard to ensure each customer receives a high-level of service, and we are usually happy to give general internet related advice where requested. Please note however that we can officially only support products and services supplied by Trade Web Solutions Ltd.
Password Management
The Support Team is not able to provide customers with their existing email account passwords. Should you forget your password we will be happy to reset it for you instead.
We can provide new passwords to any registered email address or any registered telephone number. If you change your contact details please remeber to inform us.
This change of procedure has been put in place in accordance with our on-going commitment to security and privacy, and is necessary due to the introduction of important new legislation.
We would like to take this opportunity to remind customers of the importance of choosing secure passwords, and of ensuring that those passwords do no fall in to the wrong hands.
Remember, the Support Team will never ask you for your password. Please do not provide your password to telephone callers or in response to an email you recieve.