Contact support

Beacon Reports is built and supported by a small team. There's no ticket portal and no phone tree — every message goes to one inbox and we answer in order.

What to include for the fastest reply

• Your order reference. Format BR-YYYY-NNNN. It's in the confirmation email and on your order history.
• A short description of what happened — one or two sentences is plenty.
• A screenshot if anything visual is wrong, especially for TeleStaff upload errors — the red error text above the import box tells us exactly what to fix.
• Your TeleStaff version (v7.x or v8.x) if the issue is upload- or render-related.

Response times

• Upload failures and access issues — same business day, often within a couple of hours.
• Everything else — within one business day.

Business days are Monday–Friday, 9–5 Pacific. Statutory holidays in BC push everything by a day.

What support can do

• Repair a file that TeleStaff rejects — at no charge, no matter how long after delivery.
• Re-issue an invoice or delivery email.
• Re-link your order history if your scheduling inbox changes.
• Quote a custom engagement for reports that fall outside our eight templates.
• Reset your Free Edition allowance after a genuine rebrand or merger.

What support can't do

• Edit your live TeleStaff configuration — that has to be done by your TeleStaff administrator.
• Pull a one-off data extract for you — the report file runs against your live TeleStaff data, so the run is yours to do.
• Refund a delivered Professional Edition that uploads cleanly. See the refund policy for the full picture.

Privacy concerns

For privacy-officer enquiries (PIPA requests, retention questions, data deletion), email privacy@beaconreports.ca directly. Those messages route to the privacy officer rather than the general support queue.