FM Suite [Merseytravel]

Online Help

Support Request

X-RM system support services are provided between 09:00 AM to 17:00 PM, Monday to Friday, excluding public holidays.

Primary Support Channel

Email is the most efficient channel for our support team to receive, analyse and respond to support requests be they urgent and non-urgent issues. A dedicated support email address is provided for clients to use as their primary support channel. To ensure the most efficient service ALL support issues should be reported by email to: Support Email Address

All support emails should include the following items:

1. A description of the fault and associated error message
This should identify the specific system function or workflow step performed by the user. Ideally this should include a screen capture of the browser interface and error message. To generate a screen capture press the CTRL and PrintScreen keys simultaneously, then paste the screen capture into the body of your email. Alternatively, simply copy and past the error message text.

2. A description of the specific steps or inputs made by the user that produced the fault / error message. This should include other relevant information such as the user account (username) and the browser type.

Urgent Issues

Our dedicated Technical Support telephone number is: 01962 873559

The support line is manned during normal office hours (09:00 AM to 17:00 PM, Monday to Friday, excluding public holidays) and provides a voicemail service in the event that all of our technical team are busy assisting other clients. Urgent issues can be reported out of hours by email or by leaving a message on the Technical Support line voicemail service - though in the first instance clients are requested to provide as much information as possible by email.

Summary

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