Introduction
CFH Docmail Ltd are committed to providing exceptional support to our customers and use third party software to manage our product support requests. The software used is Jira Service Management - https://www.atlassian.com/software/jira/service-management/customer-service-software.
This policy outlines our approach to customer support, ensuring a consistent, high-quality experience for all users.
Support Availability
Our support team is available Monday to Friday, from 8.30 AM to 5.30 PM excluding English Bank Holidays.
Outside of these hours, customers can submit requests via email and through the Customer Support Portal, which will be addressed during the next business day.
Support Channels
Customers should submit all support requests through one of the following channels
- Email Support
- Customers can email their requests directly to customersupport@runmy.com. This will automatically generate a ticket in our Customer Support system.
- Phone Support:
- Phone support is available during business hours on 01761 409701. A ticket will be created on your behalf if the issue requires further investigation.
- Customer Support Portal.
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- Customers can raise a request via the Ask us a Question button available within RunMy and from within the Help Centre Contact Us page.
Ticket allocation
All tickets and requests will be tracked, prioritised, and assigned to a member of our product support team.
Our standard service level response times are:
- First response – within 4 working hours
- Conclusion – within 3 working days
Escalation Process: If a ticket is not resolved within the agreed response time, it will be escalated to higher support tiers, including managerial oversight if necessary.
Customer Responsibilities
- Customers must provide detailed and accurate information when submitting tickets and requests
- Customers are expected to respond promptly to requests for additional information or to confirm that issues have been resolved.
- Customers should ensure that the support team has the necessary access to the information needed to troubleshoot and resolve issues.
Feedback and Continuous Improvement
We encourage customers to provide feedback on their support experience to help us improve our services. A feedback request is sent following the resolution of tickets.
We regularly review support processes, feedback, and performance metrics to enhance our customer support operations.
Privacy and Confidentiality
Data Security: All customer data shared during the support process is handled with the utmost confidentiality and in compliance with CFH's data protection policies and relevant regulations.
Confidentiality Agreements: Our support staff is bound by confidentiality agreements to protect customer information.
We take your privacy seriously and are committed to protecting your personal information. When you contact our customer support team, the data you provide is securely stored, ensuring it is readily accessible to assist you with your requests.
We use this data solely to improve our services, resolve your issues efficiently, and enhance your overall experience. Your information is handled with the highest level of confidentiality and is never shared with third parties, in accordance with our privacy policy.
Policy Review
This policy is reviewed annually to ensure it meets the evolving needs of our customers and incorporates any updates to Jira Service Management features and capabilities. Customers will be notified of any significant changes to this policy at least 30 days before the changes take effect.