Support at CODAS is about more than resolving tickets.
It’s about partnership, expertise, and ensuring our customers get the most out of the platform long after go-live. Our Support Services team combines technical knowledge with real-world experience, helping clients stay productive, informed, and in control.
Our Goal?
To help you become self-sufficient in the areas you want to manage independently — while being a reliable, knowledgeable partner for everything else.
We’re here to help when needed, advise when asked, and support your operation as it grows.
Our Support Team
The CODAS Support Services team is made up of both technical and non-technical specialists. Our role is to:
Deliver first, second, and third-line application support.
Act as subject matter experts for CODAS functionality
Provide reliable guidance to both clients and internal teams
Diagnose and triage incidents, prioritising effectively
Deploy software updates and new features to client environments
Lead regular service reviews with customers
Support internal IT and advise on hosting and infrastructure
How Support Works
Support is a shared responsibility. Our model encourages customers to handle basic internal queries and escalate complex issues to us when needed.
Customer-side responsibilities typically include:
CODAS Support handles:
Tickets can be logged via:
Even if you log a ticket via phone or email, our team will record it in the portal so you can track progress.
Our online support portal is reliable, user-friendly, and designed to streamline communication.
Through the portal, you can:
Log and track support tickets
Communicate with the support team
Access the CODAS Knowledge Base, containing hundreds of help articles and guides
Want to find out more?
Escalation Process
If you’re not satisfied with a resolution or feel a ticket needs further attention, you can escalate it to our Support Manager. From there, we coordinate with your Account Manager and the wider CODAS team to find a solution and report back.
Service Reviews
We offer regular account reviews tailored to your needs. These reviews are a valuable tool for:
You can choose to hold Support and Project reviews together or separately, depending on your team structure and focus areas.
