SUPPORT

Here When You Need Us, Focused On Your Success

Every Comgem plan includes Standard Support. Need extra hands-on help? Upgrade to Priority Support for a dedicated account manager, proactive reviews, and faster, guided outcomes.

Contact Support UK-based Team Mon–Fri, 9:00–17:30

Trusted by 100+ UK B2B Businesses | 4.9 ★ Average Rating

Comgem support illustration showing customer help, hypercare assistance, and guides and video resources for B2B ecommerce users

Support That Scales With You

Fast responses, clear guidance, and options for extra help when you need it.

Standard Support (Included)

Access to ticketing portal and knowledgebase including guides and videos.

Priority Support (Optional)

Dedicated account manager, proactive reviews, and phone access.

Getting Started

Extra help post-launch to keep everything running smoothly.

STANDARD SUPPORT (INCLUDED)

Practical Help For Everyday Needs

Ideal for platform usage, troubleshooting, and configuration queries.

Fair use depending on package.
Response targets by priority (see below).
Access to guides, videos, FAQs, and release notes.
Import guidance using our standard templates.

Excludes post-launch design changes, new features, custom reports, complex data handling, and third-party integration support. These can be scoped as change requests.

PRIORITY SUPPORT (OPTIONAL)

Extra Hands-On Help, Proactive And Personal

For teams who want a named partner driving outcomes and momentum.

Dedicated account manager.
Monthly review meetings and roadmap check-ins.
Direct phone access to your account manager.
Proactive monitoring of tickets and requests.

Ask About Priority Support

RESPONSE TARGETS

Clear Priorities, Timely Responses

We triage by impact and aim to respond within the targets below (working hours only).

P1 — Critical: Major outage or security issue — target 1-hour initial response.
P2 — High: Key feature impacted — target 4-hour initial response.
P3 — Medium: Partial functionality issue — target 12-hour initial response.
P4 — Low: Minor bugs or questions — target 24-hour initial response.

HOURS & CONTACT

How To Reach Us

Support hours: Mon–Fri 9:00–17:30 (UK).
Raise tickets via the Comgem Support Portal.
For urgent enquiries, phone support is available.
Priority customers can call their account manager directly.

Open Support Portal

HOW WE HELP

Solve Today, Improve Tomorrow

We fix issues fast, share clear guidance, and feed common requests into our roadmap. When you need more, we’ll scope change requests with transparent estimates.

Practical Resolutions

Actionable answers with steps, screenshots, or short clips.

Knowledge First

Guides, videos, FAQs, and release notes, always up to date.

Roadmap Aware

Recurring themes inform improvements and new features.

READY FOR THE NEXT STEP?

Talk To Our Support & Success Team

Whether you’re launching or scaling, we’ll help you get the most from Comgem. Keep Standard Support, or add Priority for a dedicated partner.

Open A Ticket Ask About Priority Support

All Plans Include Standard Support

Included Help

Standard Support in every plan.

Priority Option

Dedicated account manager and reviews.

Faster Momentum

Proactive monitoring of tickets and requests.

Fair Use

10 hours/month on Priority Support.