Overview
We want to make sure every support request you raise reaches the right team as quickly as possible — so we can resolve your issue with minimal delay and disruption to your work. To help us do that, we ask that you follow a simple routing guideline when submitting requests.
This article explains exactly what that means and why it matters.
Where should I raise my request?
Requests related to a specific product
If your question, issue, or request relates to a specific Access product — for example, a feature within your HR, Finance, Payroll, or any other Access solution — please raise that request directly through the support channel for that product.
This ensures your request lands with the team who knows that product best. They will have the right context, tools, and expertise to investigate and resolve your issue efficiently, without it needing to be passed around or re-routed.
Example: If you're experiencing an issue with a report in your Access Financials module, raise the request through the Access Financials support channel.
Requests specific to an Evo platform feature
If your request is about a feature or functionality that is specific to the Evo platform itself — such as how Evo Members works, and it doesn't clearly belong to one of your other products, please raise it through your primary product's support channel.
Your primary product is the main Access product your organisation uses day-to-day, and its support team acts as your first point of contact for anything Evo-related that doesn't sit neatly elsewhere.
Example: If you're unsure why a research task in Evo Researcher isn't behaving as expected, raise this through your primary product's support channel.
What happens after I raise a request?
You don't need to worry about knowing exactly who needs to handle your issue. Once your request is raised through the appropriate channel, our support team will take it from there.
If the support agent handling your case is unable to resolve the issue themselves, they will proactively engage the right people internally - whether that's a specialist team, a product engineer, or the Evo platform team - to ensure your request is fully investigated and resolved.
Still not sure where to raise your request?
If you're unsure which product your request relates to, or you don't know what your primary product is, don't worry - you don't need to figure it out before getting in touch.
The best course of action is to contact your system administrator. They may be able to confirm which Access products your organisation uses and identify the right support channel for your request, ensuring it gets to the correct team without delay.