dmClub: Support Service Level Agreement
Other companies say "your call is important to us". dmClub mean it. We will never abandon you in a maze of recorded menus. Instead we provide high-quality, responsive after-sales support.
Express support
Our 'Express Support' system allows us to deal with enquires quickly and efficiently by encouraging you to give us exactly the information we need in order to help.
- 100% of support tickets are handled by experts
- You will receive an auto-email confirmation containing your support ticket number
- Using Express Support, 95% of problems are resolved within 2 working hours
- Our support team works in the same building as the network team, and has regular access to the development team, meaning that the teams responsible for providing your services have regular feedback from the field.
Online support
- Web-based control panels include on-page help, detailed explanations, and links to comprehensive online manuals.
Our support team works in the same building as the network team, and has regular access to the development team, meaning that the teams responsible for providing your services have regular feedback from the field.
Support ticketing system
Support requests are managed according to a strict policy using a support-enquiry management system (or 'ticketing system').
All problems, tasks and requests (except some of those that are immediately solved on the phone) are entered into this system: a support ticket is created, and given a unique reference number. This ensures that every request is professionally managed.
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| Level |
Description |
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| Level 1 |
Easy to solve
90% of requests, solved within 4 working hours.
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| Level 2 |
Requiring consultation the team
8% of requests, solved within 4 working hours.
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|
| Level 3 |
Requiring assistance from network, banking or products teams
2% of requests, solved within 4 working hours, or progress every 4 working hours.
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