Comprehensive support as standard with Matrix Booking

If you need help with any aspect of Matrix Booking, you can count on quick, knowledgeable assistance from our UK-based, in-house support team. 

Matrix Booking support:
at a glance

  • Delivered from the UK by genuine product experts 
  • All your support in one place 
  • Quick responses – and you’re always in the loop 
  • Live chat for even faster answers (coming soon) 
  • Dedicated Customer Success Manager
  • Admin as a Service to support busy facilities teams 

Delivered from the UK by genuine product experts

To give you the best-possible experience, our support team is entirely in-house. With everyone working with our software day-in, day-out, you’ll always be dealing with genuine experts. 

The team is 100% UK-based and can be reached Monday to Friday between 08:00 and 18:00 UK time (excluding public holidays). We also have people on-call 24 hours a day, 365 days a year, to address any priority-one incidents. 

You’ll be in good company

Your support in one place

As part of our ethos to empower our customers to self-serve, you get access to comprehensive user and technical documentation and eLearning modules on our support portal. Many customers find the answers to their questions here. 

If you do need additional help, simply raise a support request via the same system. This can include support with hardware linked to your Matrix Booking system, such as occupancy sensors and meeting room signs.

Lady outside an office using a mobile phone to contact Matrix Booking support live chat

Quick responses – and you’re always in the loop

When you raise a support request, we’ll respond fast and provide regular updates. During UK working hours, we’ll usually reply within 60 minutes, and you’ll receive an email alert as soon as we do. 

Live chat for even faster answers (coming soon)

To help your teams get things done even more quickly, we’re rolling out live support chat. This is run entirely by humans (not a bot in sight), with a response time SLA of five minutes, during UK working hours. 

Dedicated customer success manager

As well as our comprehensive tech support, you’ll benefit from strategic advice and recommendations from your Matrix Booking Customer Success Manager. They’ll get to know your organisation and its needs, advise you on ways to get even more value from the system, pass feature requests back to our product development team, and ensure you know about exciting new functionality as it’s released. 

Admin as a Service to support busy facilities teams

Our software is designed to empower your facilities or workplace management teams to make changes themselves. But if your internal resources are over-stretched, Matrix Booking can provide additional support by administering your platform for you.