Purpose and scope
This policy explains the core approach used in project discussions, sales communications, ongoing services, technical support, and customer feedback.
Where service-specific response and resolution times apply, they are stated separately in the relevant proposal, contract, or service-level document.
Communication channels
New project and sales enquiries are received through the contact form, by telephone, or through the sales email address. Technical support requests use the support email address and any channels defined in the relevant contract.
- The subject and urgency of a request are recorded clearly enough to understand it.
- The matter is directed to the appropriate area of expertise or service owner.
- If further information is needed, the customer is asked only for information required to assess the request.
- Reports that may involve a security incident are handled separately from the standard support process.
Managing support requests
Support records are prioritised according to user impact, service scope, and technical significance. An initial response does not mean the matter has been fully resolved; investigation and resolution steps are shared through the support record.
- Service levels defined in the contract apply to the relevant scope.
- Where an issue depends on another provider, the boundary of responsibility and point of contact are stated.
- After resolution, a note about the cause, action taken, and risk of recurrence may be added where appropriate.
Feedback and complaints
Feedback may be received by email, telephone, support record, or during project discussions. Its content and impact are assessed before it is directed to the relevant service or project owner.
The method used to assess satisfaction depends on the type of service and may include a discussion, a close-out review, or a survey.
Customer data and confidentiality
Access to customer data is limited to people whose responsibilities require it. Records, screenshots, or access details provided for technical review are used only to handle the relevant request.
- Customers are asked not to add unnecessary personal or confidential information to a support record.
- Access credentials are not shared in plain text or through uncontrolled channels.
- Personal data is handled in accordance with applicable law and published privacy notices.
Service review
Recurring issues, open risks, and agreed improvements are considered in reviews appropriate to the nature of the service. Agreed actions are tracked with their scope, owner, and target date.
Review
This policy is reviewed when there is a material change to the relevant service, process, organisational structure, or applicable law. After any necessary revisions, the current text and revision date are published on this page.