Support that keeps your business moving
Dedicated, wrap-around support from insurance specialists who know your platform and your business, so when something needs fixing, you’re back to trading quickly.
When your platform stops, so does your trading
Every minute your system is down, is a quote you can’t write, a renewal you can’t process, and a customer left waiting. And when you finally reach support, the last thing you need is a stranger reading from a script who doesn’t understand insurance, let alone your business.
That’s the difference a support partner makes. Slow, generic, break-fix support turns a small issue into a lost day. Support that knows your setup, answers fast and takes ownership turns it into a footnote. Over a year, that gap is measured in trading hours, staff time, and customer trust.
Support built around your business
Open GI support is delivered by a UK-based team of specialists who work with our platforms and our customers every day. From a quick question to a complex technical issue, you reach people who understand insurance broking and understand your configuration, not a queue.
We back that team with a structured model, clear response commitments and cover that scales to match how you trade: standard business hours, extended and out-of-hours cover, and round-the-clock platform monitoring for hosted customers. And because we’ve been protecting brokers’ systems for 45 years, business continuity isn’t an afterthought, it’s built in.
The foundations of our support
Always on
Round-the-clock monitoring keeps your platform available and your business trading.
Safe hands
When issues arise, specialists work quickly to minimise disruption and get you back online.
Real expertise
Insurance specialists who understand your platform and your business.
Worry free
We look after the technology, so your team can focus on customers.
A clear path from question to resolution
Helpdesk
Rapid triage and diagnosis of platform and product issues, resolving the majority at first contact
Analyst teams
Specialists in applications, technical queries, rates and underwriting, for issues that need a deeper look.
Consultants
Our engineering and infrastructure experts for complex fixes and root-cause resolution.
How you reach us
Choose the support channel that works best for you. Whether you need an immediate answer, want to track an existing issue or prefer guided self-service, help is always within easy reach.
Support portal
Raise, manage and track support tickets with real-time status updates from a single online portal.
Web chat
Get instant help from our support team for quick questions and day-to-day assistance.
Support assistant
Find answers, discover helpful guides and raise support tickets through our intelligent support assistant.
Learning & training
Access online guides, e-learning resources and expert training, delivered remotely or on-site.
Response commitments
|
Priority
|
Description
|
Response target
|
|---|---|---|
| Severe | Platform or service unavailable | 10 minutes |
| Major | Platform degraded / errors affecting trading | 30 minutes |
| Minor | Operational, but affecting non-critical activity | 3 hours |
| Query | Cosmetic issue or a question | 1 working day |
99% of calls answered in under 10 seconds
Cover that scales with how you trade
Not every business needs the same hours. Choose the level of cover that matches your trading pattern, and step up when you’re ready.
Monday to Friday, 09:00-17:30. A team of specialists on hand, working to our three-tier model.
Early mornings and evenings, 08:00-09:00 and 17:30-21:00 Monday to Friday, plus Saturday cover, for businesses trading beyond standard hours.
06:00-23:00, Monday to Sunday, with on-call specialist resources to fix hosted service and platform issues and restart services fast. (Excludes Christmas Day and New Year’s Day.)
For hosted customers, continuous platform monitoring, so issues are spotted and acted on before they affect your trading day.
Support that goes beyond fixing things
The best support partner doesn’t just wait for something to break. Our wider services help you protect, run and continually improve your platform, as much or as little as you’d like.
Business continuity
Back-up and recovery solutions that give your platform an extra layer of protection, with automatic data back-up to our secure network – 45+ years of disaster-recovery know-how behind you.
Open Cloud Services (Core)
Cloud-based Core customers run on current, managed infrastructure, looked after by the Open GI team, so you get the benefits without the overhead.
Enhanced IT support
Cloud-based Core customers run on current, managed infrastructure, looked after by the Open GI team, so you get the benefits without the overhead.
High availability (Mobius)
Mobius runs on Microsoft Azure for high availability, a reliable, secure platform you can trust to be there when you trade.
Consultancy & training
Our consultancy and training teams bring deep insurance and technical know-how to help you improve system efficiency and get more from the platform, the consultative partnership in practice.
Robust, secure and accredited, as standard
Your platform holds your business and your customers’ data. We protect it with a security posture that’s independently accredited and continually maintained.
- Technology managed by a Cyber Essentials Plus team
- Partnership with a CREST-approved security specialist
- Multi-factor authentication and cloud identity protection
- Industry-leading firewall and intrusion-prevention
- Accredited anti-virus, anti-malware and exploit protection across all environments
- Microsoft Solutions Partner
- Long-standing BIBA member
- Among the first providers to pass the BIBA Software Security Review
Built on experience. Proven in practice.
99%
Of calls answered in under 10 seconds
30
Trained support specialists working to defined KPIs
45years
Of insurance technology and disaster recovery
99.9%
Up to 99.9% platform uptime
“As an online business, having the right technology partner is absolutely critical. We need tech that makes it really easy to be a Love Your Miles customer, and that’s what Open GI provides.”
Questions, answered
Standard support runs Monday to Friday, 09:00–17:30. Extended cover (early mornings, evenings and Saturdays) and out-of-hours cover (06:00–23:00, seven days a week) are available for businesses that trade beyond standard hours, with round-the-clock monitoring for hosted customers.
A UK-based specialist who works with our platforms and customers every day, not an offshore script. Issues follow a three-tier model, so anything complex reaches the right expert quickly.
Through our online portal, with a real-time view of status. You can also use web chat for instant help, or our support assistant to raise a ticket and find guides.
With out-of-hours cover, on-call specialists work to fix hosted service and platform issues and restart services quickly, so you’re ready to trade the next morning.
Both. Our consultancy and training teams help you get more from the platform and improve efficiency, support as a partnership, not just a helpdesk.
Let’s talk about the support your business needs
Whether you’re comparing partners or planning a move, our team will walk you through how Open GI support works for a business like yours.