Support
We want WisdomX Orbis to work well for your team from day one. This page tells you how to get help and what to expect.
How to Get Help
In-platform: Click the ? icon in the top right corner of any screen. Your ticket will automatically include your account details, the page you were on, and any recent error messages.
Email: support@wisdomx.uk. Include your account name, a description of the issue, and any screenshots or error messages.
Documentation: You are here. If you can find the answer in these docs, you will get it faster than waiting for a support response.
Support Tiers
| Tier | Included in | Response time | Coverage |
|---|---|---|---|
| Standard | All plans | Next business day | Mon–Fri, 9am–5pm UK |
| Priority | Enterprise and above | 4 hours | Mon–Fri, 8am–8pm UK |
| Critical | Enterprise Plus | 1 hour | 24/7 |
Critical incidents are defined as: platform unavailable, data loss, or security breach.
Common Issues
My connector is not syncing. Check the connector status in Connectors > [Connector Name] > Sync Log. The most common cause is an expired API key or changed credentials on the source system. Refresh your credentials and trigger a manual sync to test.
A system I know exists is not in my estate map. The system may not be registered in any connected data source. Add it manually via Asset Management > Add System, or check whether a relevant connector is missing.
The dependency map is not showing connections I expect. Check whether the connected systems are in scope for your current connectors. Inferred connections (shown in blue) are identified through data analysis and may take up to 24 hours to appear after a new sync.
The Snapshot process has not completed. Snapshot completion time varies with the volume of data being archived. Large systems may take up to 48 hours. Check the status in the Action menu on the system row. If it has exceeded 48 hours, raise a support ticket.
Power BI reports are not loading. Try signing out and back in to refresh your session. If the issue persists, raise a support ticket.
Contact Us
| Team | Contact |
|---|---|
| General support | support@wisdomx.uk |
| Security vulnerabilities | security@wisdomx.uk |
| Sales and pricing | hello@wisdomx.uk |
| Partnership enquiries | partners@wisdomx.uk |
WisdomX Ltd. Registered in England and Wales. Incorporated 10 September 2025.