Help & Support
Getting help with Sanctis
Pick the channel that matches what you need. If in doubt, the contact form reaches a person and we'll point you the right way.
Choose the right channel
Where to go
- Sales & general questions
- Use the contact form and choose the relevant module. It reaches our inbox and we reply by email.
- You're already a customer
- Raise it from the help area inside your Sanctis instance, or email support@sanctis.net. Replies are threaded back onto your case.
- Something urgent, or a security concern
- Email support@sanctis.net with URGENT in the subject and a short description of the impact. Don't include passwords or other secrets in the email.
- A confidential disclosure
- These never come to Sanctis. They go to the reporting channel your organisation runs — see Confidential Reporting for how that works.
- Is the platform up?
- Check status.sanctis.net for current and past incidents, by region and tier.
Before you send
What to include
The more of this you can give us up front, the faster we can help.
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Your organisation and the module
Which Sanctis instance, and whether it's Contract Management, Grants Management or Confidential Reporting.
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What you expected, and what happened instead
The specific screen or action, and the result you were expecting.
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When it started, and whether it's still happening
A rough time helps us line it up against deploys and monitoring.
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A screenshot, with sensitive details removed
Never paste disclosure content, personal information or credentials into a support request.
Response times
What to expect
- Sales & general
- We aim to acknowledge within one business day (AET).
- Customer support
- Handled to the priorities and targets in your service agreement.
- Urgent & security
- Triaged ahead of the queue as soon as we see it.
Confidential disclosures never belong in an email to us. If you need to make one, use your organisation's reporting channel — Sanctis has no visibility of it.