Overview
Your Support Team is here to make sure your Access Volcanic platform works as it should. They handle technical issues, bugs, and day-to-day problems, so your website stays reliable and effective. Think of them as your technical problem-solvers: ready to step in when something breaks, doesn’t load, or stops working properly.
Your problem solvers
The Support Team focuses on fixing technical issues quickly and keeping you informed along the way. When you raise a case, the team triages it, assigns it to the right person, and works to resolve it in line with priority.
Areas they help with
Website and login issues: E.g. when you can’t sign in or pages won’t load.
System errors and bugs: Error messages or features that stop working.
Platform functionality issues: When tools or workflows don’t behave as expected.
Front-end problems: Layout issues, broken visuals, or design-related bugs.
How they provide support
Digital Assistant: Available 24/7 in the admin area and Help Centre for instant help and support routing.
Tickets and live chat: The Digital Assistant will raise issues to the Support team as live chat or tickets when required.
Regional coverage: Teams in Europe and Asia Pacific provide extended working hours for global coverage.
Screen shares: For complex issues, the team may offer a Microsoft Teams session to help investigate issues with you directly.
📌 Note: For training, performance, or commercial queries, contact your Customer Success Team or Account Manager.
Named support agents (Premier customers)
If you’re a Premier customer, you’ll be assigned a named support agent (aka Named Technical Support Engineer).
📌Note: If you haven't yet, speak to your Account Manager or Customer Success Team to get one assigned.
Your named support agent is:
Your support contact: The main person to speak to for technical queries, giving you a more consistent support experience.
Knowledgeable: They'll have a good understanding of your support and site history.
Your go-between: They'll coordinate with developers, your Customer Success Manager and relevant teams when needed.
Proactive: Your named support agent be informed of ongoing queries and will check in regularly in case further assistance is needed.
📌 Note: Occasionally, other support team members may handle your queries if your named agent isn't available. This is to assure better support management.
Support developers
Alongside the wider Support Team, we have a dedicated group of support front-end developers.
They focus solely on the bugs and technical issues that affect the customer facing part of your website (aka front-end).
For example: Overlapping content or broken layouts.
This helps the Support team resolve these problems as quickly as possible.
📌Note: This is different from behind-the-scenes technical issues (also known as back-end), or requests to update the site’s design and layout (often referred to as change requests), which are typically handled by other teams.
Support Team and other teams
Here’s how the Support Team fits alongside our Customer Success Team and Account Managers.
Area | Support Team | Customer Success Team | Account Manager |
Technical issues | ✅ | ❌ | ❌ |
Training and strategy | ❌ | ✅ | ❌ |
Contracts and billing | ❌ | ❌ | ✅ |
Support Team: Fixes technical difficulties and provides help with configurations.
Customer Success Team: Helps you get better results through training, strategy, and best practice.
Account Manager: Handles contracts, renewals, billing, and commercial discussions.
🤓 Tip: Our Support team may provide assistance on new website strategies, especially if they're on the technical side like integration. However, for broader advice e.g. website best practices, your Customer Success Team is the best option.
Getting support
Digital Assistant first
All support starts with the Digital Assistant, available 24/7 in both the admin dashboard and the Help Centre.
The Digital Assistant will then route you to the team if needed.
🤓Tip: Type Talk to a person or Get more help to prompt the assistant to route you to support.
📌 Also see our guides on Using the Digital Assistant and speaking to someone in the help centre.
FAQs
Q1: How do I access support?
Answer: Through the Digital Assistant in your admin dashboard or the Help Centre. It’s available 24/7 for quick help and routes you to the right specialist.
Q2: What’s the difference between the Europe and Asia Pacific teams?
Answer: They provide the same support but cover different time zones, so you always have help when you need it.
Q3: Do I get a dedicated support person?
Answer: Premier customers can request a named support agent. This isn’t always assigned by default, but you can speak to your Account Manager or Customer Success Team if you’d like one.
Q4: Can support help with training or performance questions?
Answer: Sometimes. The Support Team can advise on configurations, integrations, or features, and may arrange a quick call to explain. For bigger picture guidance, training, or best practice, contact your Customer Success Team.
Q5: What do support front-end developers do?
Answer: They fix display and layout bugs, such as overlapping content or missing sections. They don’t handle design changes, enhancements, or new development work.
Q6: Is support available outside business hours?
Answer: Human support is provided during business hours. With Europe and Asia Pacific teams, this covers early and late hours across regions. The Digital Assistant is available 24/7.
Q7: How can I get help quickly?
Answer: Use the Digital Assistant for instant answers or live chat when available.
Q8: What if the Digital Assistant can’t solve my problem?
Answer: Just type “talk to a person” in the admin area or “get more help” in the Help Centre. The system will route you straight to the right team.
Q9: Does the Support Team help manage or monitor my site?
Answer: No. Support provides reactive technical help only — we don’t manage websites, create content, or proactively monitor customer sites. We do, however, give guidance on how to use your site and its features, and resolve issues when they come up.
Q10: Can I request changes or new development work through support?
Answer: No. Our support agents and developers are here to help with technical issues and bug fixes only. Website change requests or custom development go beyond our remit and should be discussed with your Account Manager or Customer Success Team.