We aim to:
- Give a polite and friendly welcome to clients visiting our workshops including free coffee
- Answer the telephone within 30 seconds during office hours (Mon-Fri 0930-1700)
- Respond to answer phone messages within 2 working hours
- Respond to emails within 1 working day
- Commence work on a logged support request within 1 day or within the time scale stated in the Service Level Agreement
- Record, monitor & respond to complaints and feedback with an initial response within 48 hours, and a formal resolution/response within 1 week
- Use trusted third parties at our expense to provide support where we are unable to meet deadlines or lack expertise
- Provide consultants who are properly trained
- Use only branded high quality parts for hardware repairs with at least 1 year warranty through us or the manufacturer
- Treat client data confidentially
- Keep detailed notes on each workorder and have every workorder checked by a Manager prior to closing and invoicing
- Operate according to industry standards and regulatory requirements with respect to our role as an ISP