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Contact support

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Overview

The Contact support page provides direct channels to reach the Turbo360 support team. Use these channels when you need immediate assistance, have a pre-sales enquiry, or need to discuss your account outside of a formal support ticket.

Support hours

The Turbo360 support team is available 4am to 10pm GMT, Monday to Friday.

Contact channels

Technical support

For technical issues with Turbo360 modules, platform administration, or Azure connectivity:

  • Support portal: Visit turbo360.com/support to raise a support ticket, access documentation, or start a live chat session.
  • Email: support@turbo360.com
  • In-app support: Click your profile avatar in the top-right corner of the Turbo360 application and select Support. This sends a support request directly to the Turbo360 support team.
  • Live chat: Available on the support portal at turbo360.com/support during support hours.

Account and billing

For subscription enquiries, licence changes, or billing questions:

Emergency escalation

For platform-wide outages or critical data issues affecting your production environment:

Before you contact support

To help the support team resolve your issue quickly, have the following ready:

  • Your Turbo360 organisation name and the email address associated with your account
  • The module or feature affected
  • A clear description of the issue and the steps to reproduce it
  • Any error messages or codes shown in the Turbo360 UI or browser console
  • The approximate time the issue first occurred
  • Relevant screenshots or log exports

If your issue is a known platform problem, check the Troubleshooting hub before contacting support.

Limitations

  • Support channels are available to users with an active Turbo360 subscription. If your subscription has expired, contact the sales team to discuss renewal options.
  • Support hours are 4am to 10pm GMT, Monday to Friday. Requests submitted outside these hours will be addressed on the next business day.
  • The in-app support option requires an active session. If you cannot log in, use the support portal at turbo360.com/support or email support@turbo360.com.

Troubleshooting

  1. No response received after sending a support request
    Cause: The request was submitted outside support hours, or the confirmation email was filtered as spam.
    Fix: Check your spam folder for the confirmation email. Requests submitted outside 4am–10pm GMT (Monday to Friday) will be addressed on the next business day.

  2. Live chat is not available
    Cause: Live chat is only staffed during support hours (4am–10pm GMT, Monday to Friday).
    Fix: Submit a support ticket via the portal, email support@turbo360.com, or use the in-app Support option. The team will respond when support hours resume.

  3. Support ticket raised but no ticket ID received
    Cause: The confirmation email was filtered to spam, or the ticket submission did not complete successfully.
    Fix: Check your spam folder. Log in to turbo360.com/support to verify whether the ticket was created. If no ticket appears, resubmit or email support@turbo360.com.

FAQs

  1. What is the fastest way to get help for a critical issue?
    Raise a ticket with the priority set to Critical via turbo360.com/support, or use the in-app Support option from the user menu. If support hours are active, use live chat for the fastest response. You can also email support@turbo360.com.

  2. Can I contact support for help with a trial account?
    Yes. Trial account users can contact support through any of the channels listed above.

  3. Who do I contact if I want to add modules or expand my subscription?
    For licensing and subscription changes, email license@biztalk360.com. For new module enquiries or pricing, use the Contact us form on turbo360.com.

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