We’re here to help! If you encounter any issues you can get in touch with our dedicated Encompass support team using one of the methods below:
Get in touch by emailing: email@example.com
Call our team on: 0333 772 0002
CHAT WITH US ON “LIVE-CHAT”
Get in touch by using our in-product live chat by clicking Help at the bottom left of your screen and then Contact us.
ACCESS OUR KNOWLEDGE CENTRE
You can also find step-by-step guidance on how to use the platform by visiting our Encompass knowledge center. To sign into the knowledge center please use your Encompass login details.
WHAT HAPPENS WHEN I CONTACT SUPPORT?
We will open a support ticket and send you an email confirming the unique ticket number, along with a description of the issue and its priority.
To help our team to understand and resolve the issue as quickly as possible, we will request basic information from you to help us investigate further.
|TICKET INFORMATION REQUIRED|
|Issue Summary||A brief description of the issue you have encountered including details of what you were trying to do and what happened.|
|Shared Profile Link||The editable shared profile link you will find in the Overview of a profile. Please refer to the help article - how to share a profile.|
|Screenshots||Screenshots to help demonstrate the issue fully.|
|Error Messages||Information on any error messages you may have received.|
WHAT HAPPENS NEXT WHEN YOU’VE REPORTED AN ISSUE
After we’ve acknowledged your request, the Encompass support team will assess the issue and apply an incident severity rating to ensure we prioritise and resolve the issue accordingly.
Our service levels are based on an issue’s priority, please take a look at our Incident Severity table for more information on how quickly we’ll respond along with examples of an issues priority.
INCIDENT SEVERITY TABLE
|The Encompass service is unavailable for users or there is a critical impact on service operations because of one or more critical functions of the platform is unavailable which has a significant, widespread impact with no workaround available.||The Encompass service is not available for all users or a significant majority.||Less than 30 minutes|
|One or more critical functions of the Encompass platform* are unavailable or are severely degraded (but there is no immediate widespread critical business impact) and no workaround is available.||An automated policy is not working as expected.||1 hour|
|Operational performance of the Encompass platform is impaired in an isolated, non-critical area whilst most business operations remain functional.||Information returned from a Data Provider is incomplete.||24 hours|
| Priority 4
|You require information or assistance on platform capabilities, functionality installation or configuration. There is little or no impact on the in-product operation of the service.||Clarifications on product functionality such as; How do we utilise batch upload? How do we add custom entities to the chart? etc.||48 Hours|
*This is independent of the availability of third-party data services that will be accessed while using Encompass.
ENCOMPASS STATUS PAGE FOR DATA PROVIDERS
The Encompass platform integrates with global data sources including official registries, regulators and stock exchanges, as well as market-leading providers of AML screening, adverse news, ownership data and electronic ID and verification.
Access to these information sources is dependent on the availability of the third-party services and to ensure you are kept fully up to date on any potential service disruption, you can Subscribe to updates to receive email / SMS notifications regarding the Encompass platform and it’s data services.
HOW TO RECEIVE PLATFORM NOTIFICATIONS
New users will require an Encompass login to subscribe to the StatusPage and to access the help article - Subscribe to the Encompass Status page.