Our Support Vision

The Unicard Support Team has been established to ensure that all customers are getting the most from Unicard at all times. We make sure that our products are performing to our exacting standards of functionality and that we support our customer's technical needs.

Dedicated Professionals

Here to help

Days Support

Open all year

SLA's met

NPS Score

2020

What We Offer

Here at Unicard, we employ a multitude of technical and friendly personnel responsible for ensuring customers receive exceptional service, as well as a quality solution. The teams can assist with a wide range of tasks from enquiries to change management.

General Support

  • Investigations
  • Incident response
  • Reporting services
  • Callout
  • General enquiries

Managed Services

  • Fully managed concessionary solutions
  • Managed hardware solutions 
  • Integrations and API support
  • ISAM Management (via AMS)

Change Management

  • Functional changes
  • Onboarding
  • Workshops and system improvements
  • Hot-listing implementation including HOPS to HOPS

Support Team

The Unicard-UK Customer team is made up of very experienced technical, and industry professionals who are always ready to assist with your request. Our UK team is ably supported by our very experienced technical support team based in our Varna (Bulgaria) office who offer a good deal of the 24/7 technical support services.

Over the last few years, our team has grown and taken their experience and technical ability to other roles within the company helping to deliver new and exciting projects.

  • Rhys Williams
    Head of Customer Care
  • Christian
    Application Support Analyst
  • Ben
    Application Support Analyst
  • George
    Support Engineer
  • Paul
    Senior Technical Analyst

What our customers say

"Ben on the Unicard support team is consistently quick to respond and willing to put the time in helping us as we find our feet with the various systems involved in smart ticketing. Ben has been especially supportive around dealing with early customer enquiries, helping sort out the customer’s issue and then walking the team through how to find the information afterwards, so we could keep our response rates high as well."

Adele Wearing

Strategic Lead Transport, Milton Keynes Council

“Unicard has been our HOPS supplier for four years and it has proved to be a very reliable platform with little or no downtime over the entire period.  The User Interface is clear and easy to use and the support desk handles requests in a timely manner."

Jonathan Smith

SAM ITSO Technical Manager, SAM

Frequently Asked Questions

How do I get in touch?

The support team have a dedicated helpdesk for all your issues and questions. For emergencies or any other enquiries our email address is support@unicard-uk.com

Are you able to work with other solutions providers?

Whatever project you are working on, Unicard will assist you and other providers, ensuring we can provide helpful, technical and industry support.

What level of support do you cover?

Depending on your preferred service option, we support customers up to 24/7 365 day per year.

Where are you based?

The front line customer service team are based in the UK and we have a large number of technical support staff based in our Bulgarian office.

I am an existing customer, how do I raise a ticket?

Click on Create a Ticket and you will be taken to our helpdesk page. If you have ever contacted support before, you can simply log in. Otherwise register with your email address and get in touch.

How can I see my organisation’s list of open tickets?

If you have the correct permissions, simply log into our helpdesk system and all tickets that have been shared with your organisation will appear.

Contact the Team