Our Help Desk is open from 08:30 to 17:00 GMT, Mondays to Fridays, excluding UK Public Holidays.
You may phone the Helpdesk on +44 (0)845 459 0416 or fax +44 (0)23 8081 3465 Alternatively you may email the Helpdesk directly via firstname.lastname@example.org
US Customers should email email@example.com
Phone calls to the Helpdesk will be dealt with as a matter of priority. Call Backs, Faxes and Emails to the Helpdesk will be answered before the end of the working day and is a recommended way of contacting the Helpdesk if the query is non-urgent. The Helpdesk consists of more than one person, so please do not expect to always speak to the same person, as they may be busy on another call. Also, no call backs will be accepted if other staff are able to help.
Please note that the Helpdesk do not deal with HMRC queries or hardware based issues with your system, these are either handled by HMRC directly or with your own I.T. Dept.
Out of Hours Support This is only available from 17:00 to 08:30 GMT during weekdays and any time at weekends and UK Public Holidays.
Phone: +44 (0)7919 415 017
NB: Contact 'Out of Hours' support ONLY in an emergency. Please check to see whether the problem is covered by our support contract, before calling Out of Hours. Impatex reserves the right to charge £50 per call for any abuse of this service.
Please be advised that Impatex Out of Hours staff do not have access to all of our customers servers through the Unattended LogMeIn facility, If someone is unable to connect our staff to a communications server out of hours then they may not be able to assist with any communication problems that you may have, please ensure that you can connect an Impatex representative to any communications servers before contacting the out of hours number.
Problems with Hardware or Networking should be referred to the supplier.
Problems with other software packages should be referred to the supplier.
Problems building up an entry. If software training is required, please contact Impatex or an external body; ie. BIFA.
Problems with CHIEF being unavailable. If unsure, first contact your DTI Community.
Problems resolving CHIEF Error Messages.
Problems with the DTI Communities. If unsure whether your link is active then please contact the numbers below
CCS-UK: +44 (0)1252 626 060
CNS: +44 (0)845 658 9930
MCP: +44 (0)1394 600 205
PENTANT: +44 (0)870 000 025