The MSL Customer Services team is here to assist you with every aspect of your MSL System, ensuring you have access to the support you need, when you need it. Whether you reach out via the customer portal, email, live chat, or telephone, we're ready to help.
Our dedicated MSL team, based at the University of Warwick campus in the UK, exclusively manages the design, development, maintenance, and support of your MSL System. This ensures your system is looked after by experts with direct access to the latest updates and innovations.
Support requests are triaged according to your service level agreement (SLA), ensuring that response times correspond with the urgency of your request. You can find further details on priority levels in your agreement.
In addition to daily support, we offer an extensive Knowledge Base - your go-to resource for detailed support articles, training videos, and illustrated guides. It’s organised by functional area, featuring a "Getting Started" section for new users, and more advanced articles for experienced users. Whether you're looking for quick answers or in-depth guidance, the Knowledge Base is designed to help you find what you need, fast.
For more personalised assistance, you can book tailored Training sessions. We also offer the MSL Advantage service, providing up to six hours of system administration support per month - perfect for those looking to maximise their system’s potential during times of reduced staffing or when budget constraints prevent hiring permanent employees.
We are updating our support articles and transferring them from our older Knowledge Base at https://knowledge.ukmsl.com to the new Customer Portal. Both will be accessible during this transition, and there are separate logins for each. If you need help finding information or deciding which login to use, please contact [email protected].
For further information, see MSL System Overview.
Contact Channels
This table lists and explains the various ways to raise a support request with us. Choose the channel that best suits your needs:
| Channel | Description |
|---|---|
| Customer Portal | Submit, track, and manage support requests efficiently. For more information, see How to Submit a Support Ticket. |
| Email | Contact our team at [email protected] with detailed information for a prompt response. |
| Live Chat | Use our live chat feature for real-time assistance during business hours, starting a chat from our portal. For more information, see How to Contact Support Through Live Chat. |
| Telephone | Call us at +44330 828 1837 for urgent queries. |
We are also happy to arrange a Teams meeting to discuss more complex support tickets at a time that suits you.
Support Hours and Observed Holidays
Our friendly support team is here to help from 9am to 5pm, Monday to Friday (UK time). We're happy to assist you with any questions or issues during these hours.
We'll be observing the following holidays in 2024/2025, which generally coincide with the Easter and Christmas breaks that many of our customers also take. During these times, while we'll be keeping an eye on the system for any outages, we won’t be actively responding to support tickets.
If you need support outside our regular hours or during holidays, you can still find help through our other resources. Feel free to ask questions in the Community, browse the Knowledge Base, or check out our training videos to learn more about the MSL System.
| Holiday | Date Holiday Is Observed |
|---|---|
| Christmas and New Year | 23rd December 2024 to 2nd January 2025 inclusive |
| Easter | 17th April 2025 to 23rd April 2025 inclusive |
| Early May Bank Holiday | 5th May 2025 |
| Spring Bank Holiday | 26th May 2025 |
| Summer Bank Holiday | 25th August 2025 |
We’ll update the above dates at the start of our holiday year on 1st October.
Customer Portal
This table lists and explains the navigation items on the Customer Portal.
| Item Name | Description |
|---|---|
| Knowledge Base | Find articles and guides to help solve common issues and answer questions. For further information, see How to Navigate the Customer Portal. |
| Community | Engage in forums to discuss, share, and ask questions with other users. For further information, see How to Submit a Forum Topic. |
| Submit a Ticket | Create a new support request to get help from our customer services team. For further information, see How to Submit a Support Ticket. |
| My Tickets | View and manage your submitted support requests and track their status. For further information, see How to Track and Update Your Support Request. |
Training
For further information, see MSL Training.
MSL Advantage
At MSL, we understand that certain times of the year can stretch your time and resources, especially with the added pressure of ensuring you're meeting the needs of your members. That’s why we’re pleased to offer extra support through our MSL Advantage service.
MSL Advantage gives you up to six hours of dedicated system administration support each month, helping you stay on top of your workload and keep your MSL System running smoothly. Whether it's ongoing support for content uploads, page updates, ad hoc design changes, or election support, our team is here to assist you. Please note that MSL Advantage does not cover development or integration work, nor does it include bespoke reports.
Our service is designed with flexibility in mind, adapting to your evolving needs as you develop new in-house skills or expand your team - whether you use the service for one month or a year. You can cancel with just five working days' notice before the start of the next billing cycle. While hours cannot be carried over, we’re dedicated to ensuring that our support integrates seamlessly with your requirements.
This service is perfect for bridging gaps when resources are tight or when you need an extra hand to ensure your system is fully optimised. To find out more, discuss your specific needs, and get pricing details, please get in touch. We're here to help you make the most of your MSL System.