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Standard support services policy
Scope
This policy describes the standard support services that are provided to all customers using the Effective Command software and services.
Definitions
In this policy:
“Agreement” means the separate documented agreement that has been signed by Effective Command Ltd and the customer;
“Authorised Users” means the persons who have authorised to use the software as defined in the Agreement;
“Business Day” means a day other than a Saturday, Sunday or public holiday in England when banks in London are open for business;
“Normal Business Hours” means 9.00 am to 5.30 pm local UK time, each business day.
Policy
Telephone Support
Telephone support will be provided during normal business hours as specified in the agreement
During busy periods, a message will be taken if a support advisor is unable to take the call and the call will be returned within 12 Normal Business Hours
All telephone calls will be logged in our helpdesk software and issued with a unique ticket reference
Email Support
Email support will be provided during normal business hours to all authorised users
All support enquiries will be responded to within 12 normal business hours
All email enquiries will be logged in our helpdesk software and issued with a unique ticket reference
Online Support
Access to user guides and help pages
Last Updated: 15/1/23
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