We’re here to help

Managing your services with Elite Group is straightforward. Whether you need to raise a support request, check your bills, place an order, or find a helpful guide – it’s all available through your customer account.

Customer Support Portal

Log faults, place orders, change services, and track your requests in one place.

Log In

Billing Portal

View and download your invoices all without picking up the phone.

Log In
Wellbeing and support

Your Customer Support Plan

Every customer gets access to our UK-based support team, a dedicated account manager, and our ServiceNow portal for logging and tracking every request. We work to strict SLAs so you’re never left waiting and never left guessing.

View Your CSP

Billing Portal Support

Your invoices are available through the Billing Portal. Log in with your account credentials to view, download, and manage your billing documents. If you’re unsure how to get started, take a look at our Billing Portal Guide.

Billing Portal User Guide

Frequently Asked Questions

Some frequently asked questions regarding your account.

What can I use the service portal for?

You can use the Customer Service portal to:

  • Log a fault
  • Access important documents
  • Place an order for additional products and services
  • Check out our helpful guides
  • View updates on your order
  • Download reports
How do I make a general enquiry?

Log in to your ServiceNow account and click ‘Get Help’. You can use the portal to ask questions, request information, or get in touch with our team directly.

How do I log a fault?

Log in to the ServiceNow portal and click ‘Get Help’. Once submitted, a support case will be created and assigned to our team. All cases are tracked against our SLAs so you’ll always know what’s happening and when to expect a resolution.

How do I place an order?

Existing customers can order new products or services by contacting your account manager. If you prefer to do it yourself, log in to the ServiceNow portal and submit a request via ‘Change Services’.

What SLA applies to my support requests?

SLAs vary depending on your contract and the nature of the request. Once a support case is logged in the portal, you’ll be able to see the target response and resolution times. For more detail, speak to your account manager.

What are your support hours?

Our UK-based support team is available Monday to Friday, 8am to 6:15pm. For urgent issues outside of these hours, please call 0344 875 8880.

How do I access the Billing Portal for the first time?

If you haven’t used the Billing Portal before, you’ll need to set up your account. Check our Billing Portal Guide for step-by-step instructions, or call us on 0344 875 8880 and we’ll get you sorted.

I'm having trouble using the portals – who do I contact?

If you’re having difficulty with the ServiceNow Customer Portal or the BillNow Billing Portal, please give us a call on 0344 875 8880 or email customerservices@elitegroup.com. We’re happy to walk you through it.

Still need help?
We’re a call away!

Our team is ready to help. Fill in the form and we’ll be in touch, or give us a call directly.

Support: 0344 875 8880 Email: customerservices@elitegroup.com

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