Issue stemmed from incorrectly implemented calculation (to be fair, this wasn't picked up by the user during UAT). Resolution was prompt and spot on. – Do you have any other feedback on the support service received?

• 10/10 – How good were we at understanding your problem?
• 10/10 – How well did we keep you informed of the status of your call?
• 10/10 – How satisfied were you with the overall support service provided?