Support
Documentation, answers and a direct line to the team.
The support centre serves corporate clients operating AnswerQuay platforms. Start with the documentation, check the common questions, or open a ticket with the desk — every request is logged against your organisation.
07:00–20:00
GMT, Mon–Fri support hours
30 min
P1 acknowledgement, 24/7
Named
Architect + compliance lead
Documentation
Guidance written for the people who operate the platform.
Administration, onboarding, deployment and service standards — each guide is maintained by the team that owns the product.
Platform guide
Q Compliance administration
Tenancy provisioning, role assignment, seat lifecycle and the audit trail administrators rely on.
Onboarding
Institutional onboarding
Entity registration, sanctions and ownership review, and what to prepare before submitting an application.
Deployment
Q CHASE deployment
Operating-model mapping, system connection and the governed release path from pilot to production.
Service standard
Q Collection service standard
Dedicated tenancy, named access, residency options and the documented data-handling schedule.
Access control
Roles and permissions
The eight institutional roles, the functions each one holds, and how authority is delegated.
Newsroom
Releases and changes
Product announcements, maintenance windows and material changes to the control environment.
FAQ
Common questions from corporate clients.
If your question is not covered here, the support desk will answer it directly.
How quickly does the support desk respond?
Named client contacts receive an acknowledgement within one business hour during support hours. Priority 1 incidents — loss of access, tenant unavailability or a suspected data event — are answered within thirty minutes, twenty-four hours a day, under the institutional service schedule.
Do you offer a dedicated technical contact?
Yes. Institutional clients are assigned a named architect and a compliance lead who know your deployment and controls.
How do I raise a ticket for a whole team?
Raise the ticket through the service desk and list the affected users and tenant. The request is attached to your organisation so every named contact can follow it.
Where can I find security and data-processing documentation?
Our published policies are in the Legal centre. Signed copies of the data-processing schedule and current assurance certificates are available through the support desk.
Can I request an export of our institutional records?
Yes. A complete, portable extract in an open format can be requested by your organisation administrator at any time.
Is training available for new administrators?
Yes. Administrator onboarding sessions are run by the product team and can be booked through the support desk.
Service desk
Open a ticket with the institutional desk.
Tickets opened through the desk are attached to your organisation, routed to the engineer on duty and recorded for audit. Include the affected tenant, users and the time you first observed the issue.
Raise a support ticketSelect “Q Compliance” as the platform so the request is routed to the desk
Response targets
- Priority 1Tenant unavailable or suspected data event30 minutes · 24/7
- Priority 2Degraded workflow or access failure2 business hours
- Priority 3Configuration and data questions1 business day
- Priority 4Enhancement and documentation requests3 business days