brokenStones Service Commitments

One of the main drivers behind what we do here at brokenStones is maintaining an exceptionally high level of customer service, it’s one of the reasons I set the business up in the first place.

For all our Support clients we have an incident prioritisation and Service level promise. This sets out how we classify any issues you report to us, and how quickly you can expect us to respond and resolve your issue.

The following prioritisation and response times applies to all support issues you raise with us either via e-mail to your designated support address or via our dedicated support helpdesk on 01543 241210.

 Confirmation of Receipt

Upon raising an issue with you, you should get an automated confirmation e-mail notice back pretty much straight away. If you have NOT received this notice within 30 minutes you should contact our helpdesk on 01543 241210

First Response

We shall respond to all new issues raised with our support team within 1 business hour. We call this first response, and it means we’ll respond personally to you, not some automated system.

 Critical Issues

Something that is completely stopping your business from operating.

We will have a plan in place to fix it within 2 business hours.

We will have found you a suitable work-around and/or resolved it within 4 business hours.

 Low Priority issues

Something that does not significantly affect work being conducted on a daily basis.

We will have a plan in place to fix the issue within 7 days.

 

High Priority Issues

Something that is stopping an individual from carrying out their job and they have no work around for.

For issues raised before 1.30pm we will have a plan in place to fix it by the end of that business day

For issues raised after 1.30pm we will have a plan in place to fix it by the end of the next business day

We will have resolved your issue by the end of the next business day

Medium Priority Issues

Something that is hampering an individual from doing their job effectively, or has the potential to cause significant loss if it’s not resolved in a timely manner.

For issues raised before 3.30pm we will have a plan in place to fix it by the end of the next business day.

For issues raised after 3.30pm we will have a plan in place to fix it by the end of the 2nd full business day.

We will have resolved your issue within 3 business days.

Satisfaction Guarantee

If at any point you are not satisfied with how we are handling your issue, or you don’t think we have met our commitments as set out above you can contact our customer services manager on customerservices@brokenstones.net or 01543 222444.

If you are still not happy, you can find our complaints procedure here