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Customer service - our service to you

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Customer support

Customer service is the means by which:

  • we provide effective two-way channels of communication;
  • we provide the information you need;
  • we resolve issues;
  • we act in a professional and timely manner.

We commit to take customer service seriously since we depend on the goodwill of our clients and they depend on the support service help we provide.

Service levels

Normally we will not offer a contractual Service Level Agreement (SLA) because we will only be able to guarantee meeting that SLA through relatively expensive investment in additional resources and 3rd party contracts. However, this is a matter we will discuss with you as part of understanding your requirements during the early stages of each project.

However, that does not mean we will not deliver an excellent level of service. In fact, for Devonshire Primary School, we have been highly responsive. For example, we added a 'ticker tape' scrolling news feature to their website within hours of school closures being decided after the snow storm in February 2009.

When you contact us we will endeavour to either respond immediately or to give a date/time when we will get back to you.  When we do respond, if we cannot full resolve the matter fully, we will agree a time to provide an update.

Our target website availability is 99.9% but can be higher if your prepared to pay for premium hosting.

Channels of communication

To contact Websitecraft, as standard we will offer: mobile phone; email; a 'contact us' form on your website; and a 'contact us' form on this website.

Websitecraft will normally contact clients by phone or email. We can issue non-urgent notices and general information of use to all our clients on the restricted pages of this website.

We will post all documents specific to individual clients on the restricted pages of this website such as the Management Plan, Reports, enhancement project documents and invoices.

Subject to distance practicalities, we will have face-to-face meetings with clients when appropriate and on request.

We will acknowledge your calls and emails whenever it is helpful to do so.

Reports

Websitecraft issues periodic reports on each website we support.  The content of reports are agreed and documented in the Management Plan but would typically include:

  • user feedback;
  • use statistics and promotion of the website;
  • content issues;
  • support issues;
  • design changes;
  • financial status.

Complaints

Websitecraft will acknowledge any complaint, investigate it and provide a full and appropriate response to the person who raised the complaint.  If necessary we will change our business practices to prevent a recurrence.

If we receive a complaint from a visitor to your website (as Webmaster for your website), we will give you any information about the complaint that is relevant. We will respond to your visitor (or leave that to you) according to the policy we agree.

Requests for service

Some of the specific services we can provide are described in the following pages.  Websitecraft will provide some of these (as stated) automatically and others on request.  Each request will be logged and tracked and we will be able to provide full details from that log to you.

  • we provide effective two-way channels of communication;
  • we provide the information you need and resolve issues;
  • we act in a professional and timely manner.
  • we provide effective two-way channels of communication;
  • we provide the information you need and resolve issues;
  • we act in a professional and timely manner.
Last Updated ( Sunday, 31 October 2010 20:18 )  

Service is vital

We take customer service seriously since we depend on the goodwill of our clients and they depend on the support services we provide.