How we can help
Team of dedicated support experts
General Peoplesafe Enquiries
First line technical support for our Portal & Products
Guidance for our Portal & Products
Processing Replacements
FIRST RESPONSE WITHIN 24 HOURS
FULL RESOLOUTION 48 HOURS ON AVERAGE
Email: Customer.support@peoplesafe.co.uk
Phone: 0800 990 3562
Available: Monday to Friday 8am-6:30pm
Introducing new products or services
Consulting on how to support at risk workers
Increasing existing contracts
Making changes to entity details
FIRST RESPONSE WITHIN 12 HOURS
Email: name.lastname@peoplesafe.co.uk
General email: sales@peoplesafe.co.uk
Available: Monday to Friday 9am-5:30pm
Responding to queries on invoices
Receive Purchase Orders
Provide bank details
Guidance on Payment options
Follow up outstanding invoices
FIRST RESPONSE IN 24 HOURS
UPDATE WITHIN 72 HOURS
Phone: TBC
Email: creditcontrol@peoplesafe.co.uk
Our Customer Support team are experts in our products, features and services, on hand to help you with any technical or educational questions you may have.
If in doubt, contact our Customer Support team, they can direct you to the correct place and support you with your request
Our support team also maintain our Helpcentre, where FAQs and training information are held.
Visit our Helpcentre
You should have a lot of the guidance on getting started in this eBook but sometimes it is easier to speak to an expert, feel free to contact our team to support you in getting started with the portal or one of our products,
If you forget your password or it has expired, contact us to get this reset.
Top Tip: Email us your USERID and a product number from your team to get your password reset quickly. This could be a device serial number or a telephone number of an app user.
We also get a lot of people who lose their App log in details, just make sure to send your telephone number and company name when asking our team for your USERID and User Token.
Our Customer Support team can complete administration on your behalf if you contact them with the details you want updated, taking the administration off of your hands.
They will also give you clear instructions of where and how you can complete this yourself, just so you know how to navigate and update the portal if you need something done out of office hours.
TECHNICAL SUPPORT Whether you just need some assistance navigating the Portal or one of our products, or have a specific question about our reports, a technical fault you want to report or anything in-between, contact our support team. If they cannot help you immediately, they will escalate your query with our technical support team (We built and support all our products and portal in house so it shouldn't be long before you hear back!)
REPLACEMENT DEVICES
Faults: Your device comes with a contract long warranty, though, like all technology: our products can wear over time , depending on usage.
Top Tip: Always have the device user call our team directly with their device to hand.
Contact our Customer Support team to have your device remotely tested for faults. Our team can fix faults remotely, or replace the device free of charge if necessary.
Replacement devices take an average of 24 hours to be received and include a pre-paid returns bag to send us the faulty device back.
Lost: If you have lost a device, always check our Last known location report to check if you can find the device first, or ask our team to send this to you if you do not have access.
If you cannot find it, you will be charged for a replacement and a new device will be shipped to you once processed.
Damaged: If you think you have physically damaged your device, contact our team who may ask for a photo to be sent by email to make an assessment before raising a replacement. These replacements can be chargeable.
Our Account Management Team are on hand to:
Our Account Management team are here to provide the best possible level of satisfaction for your contract and are available to escalate any queries you may have with any other Peoplesafe teams.
Top Tip: When contacting your dedicated *Account Manager, it is always good to have a copy of your contract and access to the Portal if you have enquires regarding your Peoplesafe Account. *You may not have a dedicated Account Manager assigned to you.
Our Credit Control team are available by phone or email to help you with any invoice, payment or credit related queries. They can help you make payments and update purchase orders to keep your account fully up to date.
Top Tip: Always have your URN to hand when calling or include it in your email to get support as quickly as possible.
When setting up your order, your Account Manager will agree a contract term and a payment interval of either monthly, quarterly or annually. Invoices will be sent to pay in advance of the next month, quarter or year.
Payments can be taken over the phone by bank or credit card, through direct debit payments or (other options?)
Purchase orders may need to be updated if they only cover a one off purchase or only a specific period. You can provide updated PO details to our credit control team to update invoices ahead of time, simplifying the process.
Remittances can be sent to the email addresses provided, depending on the company you originally ordered with:
Peoplesafe: remittances@rocksure.co.uk
Skyguard: remittances@skyguard.co.uk
Guardian24: remittances@guardian24.co.uk
Image of invoice or portal to show URN etc pointed out
Unfortunately, technology isn't perfect, and some errors can occur that cause short periods of downtime.
Peoplesafe maintain an average 99.9% uptime on services, with multiple contingencies in place for essential services like the ARC.
We have monitors showing all services and their functionality in our ARC and Technical support teams 24/7. Daily testing of our Portal, Applications and Products also helps us detect any possible errors as early as possible.
We have Managers and team members working in departments across our business who form a Downtime Response team. Our team will work to resolve the issue whilst putting regular updates on our service status page as to the progress. When the issue is resolved, we will complete several tests internally to confirm, before updating our customers through the Service Status page and by email. Within 24hours of the resolution, we aim to have an investigation and response available.
Service Status page
Currently being worked on separately
We hope to be able to listen to any feedback you have when you are thinking of leaving Peoplesafe and provide you with better options to continue to protect your people.
If you have any questions relating to the end of your contract please email:
cancellations@peoplesafe.co.uk
Cancellations must be submitted 30 days in advance of the end date of your contract. Post end date, you will have 30 days to return any devices you have to avoid a charge, as our devices are leased to you alongside the service charge as part of your subscriptions.
