Page Comparison

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Please note, the RSM support desk service is offered to the RSM InTime Licencee ('Client') only - typically; primary and support contacts as well as system 'Administrators'.

We do not offer direct support to our 'Clients' external contractors, managers etc.

Support Desk Opening Hours

Monday

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to Friday 09:00 - 17:30

(excluding English Bank Holidays)

Support Contact details

Email:  Support@in-time.co.uk support.in-time@rsmuk.com

Telephone: 01473 632820 (option 4)

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To check the current status of RSM InTime, please see here: RSM InTime Status Page

In case of support escalation please contact the Support Manager, Stephen Lewis, Rui Marques by email at Stephenat rui.Lewis@rsmukmarquesdesa@rsmuk.com or by phone at 01473 632 850820 option 4.

Submitting a Support Case

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• The help desk, in consultation with the Licensee, will analyse and prioritise all calls using the priority definitions listed below:
  • Priority 1 (Self Service Support Portal – High)        
    A critical fault that requires a fix to allow continued use of the Softwaresoftware.  A Priority 1 fault will take precedence over other non-system-critical faults.  The problem will be addressed and resolved as quickly as possible in accordance with the Resolution Target Time below.

• • Priority 2 (Self Service Support Portal – Medium)    
    A critical problem for which there is an acceptable but inconvenient workaround. A Priority 2 fault will take precedence over Priority 3 faults and will be addressed when there are no higher priority faults outstanding.

• • Priority 3 (Self Service Support Portal – Low)
    A problem which has little impact on normal operations or with an easy workaround. These will be addressed as and when resources allow.

Resolution Target Times

• • Priority 1 (Self Service Support Portal – High). Fixed within 1 Business Daybusiness day

• • Priority 2 (Self Service Support Portal – Medium). Fixed within 3 Business Daysbusiness days

• • Priority 3 (Self Service Support Portal – Low). Fixed within 20 Business Daysbusiness days