Every interaction with Capita is painful, they are good at sales but truly awful at delivery. Everything is very corporate wanting every last detail of requirements signed off in triplicate. I suspect this is so their technical support can look at a problem as - rather than solve the issue their installers created, focus their efforts on how that support request must be a "change request" outside the scope of the pinned down requirements document and thus billable. The result is technical support feels driven as a revenue department rather than a department to help the customer solve their issues. No wonder government contracts run well over budget when the Capitas of this world are involved.