Infinity3 Help Centre

Make the business impact clear when an issue needs prompt attention.

Before you start

Use the support route specified in your agreement. If you are unsure where to report the issue, use the Infinity3 website’s **Support** page.

Explain the impact first

Start with a short description of what is affected, such as an unavailable website, failed enquiry form or loss of access for your team.

Then include:

• Your business name and a contact who can help with checks.
• The affected service, page URL or feature.
• When the issue started or was first noticed.
• Whether it affects everyone or only some users.
• Any error message and safe checks already completed.
• Relevant recent changes or supplier activity.

For example: “Our enquiry form is failing for several users. We first noticed it at 10am today on [page URL].”

While the issue is being reviewed

Keep related information in the same request. Tell Infinity3 if the impact changes or service returns.

Avoid repeated transactions or uncoordinated settings changes that could make the situation harder to assess.

Things to know

• Describe the actual impact rather than only labelling a message urgent.
• Support hours, priorities and response arrangements depend on your agreement.
• If you suspect unauthorised access, mention it clearly and keep private credentials out of the request.
• Follow any agreed temporary process while the issue is investigated.

You do not need to know the cause before reporting the problem.