How to access support from 2plus1
We have three methods to access our support as follows in order of use:
We aim to respond to tickets and emails within 4 hours during our normal office hours - if you contact us outside those hours you should get a response the next working day - additionally we will prioritise clients with support contracts and emergencies.
1.Ticket system
Our ticket system is available here: https://help.2plus1.com you will be asked to provide your name, email address, phone number, company name, a brief subject / issue description then a full message - we ask that you provide as much detail as possible as this will help us to solve your issue quicker.
2. Email
Our support email address is help@2plus1.com when you contact us please include the information above if it is not already obvious from your email address or signature - please do not copy multiple people in to email threads as this is a monitored mailbox everyone at 2plus1 has access to.
3. Phone
You can call our support number and leave a message for us to contact you about any issue you are having - we ask that this method is only used if you cannot make use of tickets or email - for example your internet service is down or your computer will not start.
Please make sure to give a problem description and provide a contact number we can reach you on.
Our normal office hours are 9am - 5pm Monday to Friday - there is an out of hours option on our phone system should you need emergency support outside of these hours - for example a password reset or to report a lost or stolen device.
Additional information
We use two remote control methods - the primary one is Atera which we can connect to even when your computer is unattended and the secondary is Teamviewer.
Atera is installed as part of our remote monitoring and management system - we may need your machine name to identify you - you can get this by right clicking on the start menu and selecting System - you will find your machine name at the top under device specifications.
Teamviewer is available from our website: https://2plus1.com click on the Support page and choose the icon for your operating system or click this link - this will take you to the teamviewer download page and start TeamviewerQS.exe (.dmg for MAC or .tar.gz for Linux) downloading to your downloads folder - click to open it and accept the EULA then provide the ID and password when requested.
Teamviewer Quick Support in Downloads folder
Teamviewer EULA licence accept box
Teamviewer Quick Support ready to connect showing an ID and password along with a green light