SmartSite Support Service
It is vital to the SmartSite team that you are receiving a high level of quality support from our specialists. As a customer of BRE, you will assigned an Account Manager to provide your Super User/s with support during the initial roll-out and ongoing use of the tools.
Our helpdesk is also available for all enquiries (technical and non-technical) from Monday to Friday 9am to 5pm (GMT) on BRE working days.
- Calls/emails outside of the above hours will be processed on the following working day.
- We aim to resolve the majority of enquiries within five working days. However, resolution times are dependent on the severity of the enquiry.
- Continuity is subject to periodic planned maintenance or improvements to customer services. Any scheduled closure will be communicated in advance to users within an appropriate timescale.
- SmartSite take complaints very seriously. Should you be unhappy with the service you have received, please contact either your Account Manager or our helpdesk in the first instance. We aim to resolve complaints within five working days. A copy of the BRE Group Complaints and Appeals Procedure document can be found here.