SUPPORT LINE MISSION STATEMENT
Our aims when we deal with e-mail correspondence are to:
- acknowledge all e-mails sent to ‘firstname.lastname@example.org ’ within 1 hour and reply fully within 24 hours.
- acknowledge receipt of complaints within 1 hour and reply fully within 5 working days.
- respond to queries with easily understood answers or helpful steps, for more complex queries a member of the support team will make contact via telephone.
Our aims when we take telephone calls from customers are:
- for all telephone calls to (01798) 877100 to be answered within 5 rings where possible.
- to call back within 30 minutes in the instance where no member of the support team was originally available.
- to provide a response within 2 hours for any query which was not solved due to the requirement of further investigation.