CONTACT AND TRUST
Keep your support request connected to the right work.
Use this page for questions about an existing engagement, agreed deliverable or implementation task. A focused request with the correct reference helps keep the conversation organised. New service enquiries should be sent through Contact, while document recipients can begin with Report Verification.
Submit a support request
Existing request
Use your ticket reference and reply email to request a single-use access code.
Describe the issue clearly
Include your name, reply email, business name and the engagement or ticket reference available to you. Explain what you expected to happen, what happened instead and when you noticed the issue. For software questions, identify the affected workflow and any non-sensitive error message. For a report query, include the report reference, version and the section concerned.
Share only what is necessary
Do not send passwords, recovery codes or unrestricted access details. Screenshots should be checked for confidential information before being shared. Where a supporting file is needed, use the transfer method agreed for the request. We may ask the authorised contact to confirm instructions before acting on a request involving confidential records or a change to deliverables.
Follow the ticket, not a new thread each time
After the request has been recorded, use its reference when replying. Acknowledgement means the request was received; it does not mean the issue has been resolved or that a particular response time is guaranteed. Work outside the existing scope may require a separate proposal. Your engagement terms determine any agreed support hours, priorities and service commitments.
Frequently asked questions
How do I raise a concern about service quality?
Use the category Service concern and explain the outcome you are seeking. Include the relevant reference so the matter can be reviewed with context.
What should I do if the form is unavailable?
Email csr@emccpak.com with the same details. Do not repeatedly upload sensitive files while a submission status is uncertain.