11.3 24/7 Technical Support
Whistl offer a 24/7 Technical Support Line to help customers raise technical support issues in relation to our Packets and
Parcels Tracked Services.
Supplied by our software provider IRS, the Technical Support line is designed to support Live customers accessing these
services through our suite of APIs and Despatch Manager platform only.
Available 24hrs a day and 7 days per week 22 , the support line may be contacted by calling the following telephone
number: 0845 0268223
11.3.1 When to call
Our support line is designed specifically to support technical issues, some examples of technical issues include:
• The system is not responding and you cannot access the API or website
• The API is not returning a response
• The API or Despatch Manager is returning unexpected error messages
• You are unable to print labels
• There are issues with the labels such as missing data
• No tracking data is visible in the system
• Tracking data files are not being sent/received as expected
• You are unable to upload files to Despatch Manager
11.3.2 Unsupported Issues
If you are not yet trading with Whistl, you should contact your Implementation Manager in the first instance for
assistance.
If your query is related to the tracking of items, item level data, invoices, collections or other operational
elements of our Tracked Services, please contact your Account Manager or Customer Services Specialist.
Our Technical Support Line is only available for our Tracked Services and is unable to assist with issues related
to Whistl Sort Software or different Whistl platforms. In these instances, please contact your primary Whistl
contact.
11.3.3 Raising a query
When contacting the Technical Support Line with your query, please follow the following process, supplying
information where required:
i. Please identify yourself to the service desk as a Whistl customer using our Tracked Services platform
ii.
Please provide the operator the following contact information:
• Your Company name as it appears on your Whislt invoice
• Your Whistl Client ID, for example. L12345
• Your full name, email address and a contact telephone number
iii. You will be asked to provide a brief description of the issue you are experiencing, please confirm:
22 The support line will not be available on 25 th December
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Whistl Tracked Services Customer Guide
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