Support Coverage

Page lasted updated: 13 Nov, 2025

What are your support hours?

We offer standard support Monday to Friday 7 am-7 pm, with critical support outside those hours and an optional extended paid tier. 

Our “Standard Support” plan is available during your facility’s operating hours, so you have access to assistance whenever your Gladstone system is in use. This ensures our support aligns with your needs while your doors are open.

What are the coverage times?

  • Monday to Friday - 7am – 7pm coverage.
  • Weekend Hours - P1 (Critical) issue support via our voicemail service answered twice daily at 9:30am and 4:30pm.
  • Bank Holidays - P1 (Critical) issue support via our voicemail service answered twice daily at 9:30am and 4:30pm.

Gladstone Extended Support (additional paid service):

  • Direct support contact for P1 (Critical) issues from 7pm – 11pm Monday to Friday.
  • Direct support contact for P1 (Critical) issues from 7am – 11pm Saturday & Sunday.
  • Direct support contact for P1 (Critical) issues from 7am – 11pm on bank holidays.

What is considered P1 (Critical)?

A Problem which results in the loss of ability to complete any customer facing transactions across an entire site. For the avoidance of doubt this would include the complete loss of payment via any payment method/channel at all reception points. This relates to the core products of Plus2 and Gladstone 360 only. If additional escalation is required for technical installation or development assistance, this will be progressed during the standard working week.

Gladstone Standard Support

Manages incoming calls, emails and web logs from over 2000 sites within the UK, providing support at many levels: Software Technical Issues.
Gladstone Support benefits include:

  • Access to our dedicated Customer Support Team.
  • Access to our Training Hotline.
  • Access to our Technical Desk.
  • Access to a library of our previous Webcasts online.
  • Access to our Monthly Webinar sessions.
  • System, Data and Technical Audit Services.
  • Availability to attend our Customer Regional Summits.
  • A web-based Password Generator for quicker Daily Password and Setup/Supplier codes.

Review the Support Framework to understand the process and SLAs around Gladstone support services.

2025 Holiday Support Hours

When is Gladstone Support open over the 2025 Holiday period?

As we head into the holiday season 2025, here’s a quick look at how our Support Desk will be operating over the festive period. We've kept it straightforward and yes, we’ll still be here when it counts. 

Holiday image for a gym, person at reception desk

Gladstone Support Desk Opening Hours 2025 

  • Up to and including Tuesday 23rd December : Normal hours (07:00–19:00, Monday to Friday)
  • Wednesday 24th December: Closing around 15:00. Out-of-Hours support available for urgent P1 issues as usual.
  • Thursday 25th December: Closed 
  • Friday 26th – Sunday 28th December: P1 (Critical) issue support only — please leave a voicemail. Messages will be checked twice daily at 09:30 and 16:30.
  • Monday 29th December and Tuesday 30th: Normal hours
  • Wednesday 31st December (New Years Eve): Closing around 15:00. Out-of-Hours support available for urgent P1 issues as usual. 
  • Thursday 1st January 2026: P1 (Critical) issue support only — please leave a voicemail. Messages will be checked twice daily at 09:30 and 16:30. 
  • Friday 2nd, January 2026 onward: Back to normal hours

Gladstone Support: Key Questions Explained

What is the ticket journey when I raise a support request?

When you contact Gladstone Support, your ticket is logged, prioritised and acknowledged straight away. The first-line team aims to resolve most issues at first touch. If your query needs deeper technical input, it’s passed to a specialist or development team. You’ll receive updates at every stage until the issue is closed.

How are support cases prioritised and what are the response times?
We classify every case by severity to make sure critical issues are handled first.
  • P1 (Critical): Major system outage or customer impact. Response within 1 hour.
  • P2 (High): Significant impact, but partial service available. Response within 2 hours.
  • P3 (Medium): Standard issue or workaround available. Response within 4 hours.
  • P4 (Low): Minor issue or query. Response within 1 business day.
Resolution times depend on complexity, but we always aim to restore service as quickly as possible.
What are your standard and extended support hours?

Standard support is available Monday to Friday, 7am–7pm.

For urgent P1 critical issues, voicemail is monitored weekends and bank holidays at 9:30am and 4:30pm.

Customers with Extended Support enjoy additional coverage from 7pm–11pm on weekdays, and 7am–11pm on weekends and bank holidays.

How can I escalate a support issue if I’m not satisfied with progress?

If you feel your issue isn’t being resolved quickly or effectively, you can escalate it. Start by replying to your ticket asking for escalation. It will then be reviewed by a team lead or service manager. For ongoing concerns, you can contact our Support Management team directly for review and next steps

How does Gladstone measure support performance and maintain quality?

We track key metrics like response time, resolution rate and customer satisfaction. Regular internal reviews, training sessions and “mystery shop” calls ensure service consistency. Our governance team monitors trends and feedback to drive continuous improvement and uphold the Gladstone service standard.

Which behaviours and commitments guide the Gladstone Support team?

Our Support Framework is built on collaboration, ownership and clear communication. We aim to be professional, responsive and proactive in every interaction. Whether you’re logging a new ticket or following up on an issue, you can expect honesty, accountability and a genuine drive to get things sorted fast.

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