dmClub's Terms and Conditions are available here in PDF format
100% of support calls are answered by real people, not machines
90% of problems are resolved by the same support person
See our support
service level agreement for more details.
Further information
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.
Online support
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 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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Typical First Invoice
Debugging Controls
www.dmclubclassic.net
116.203.140.54
Control the display of private debugging information, as well as the transmission of data to Google for use by Google Analytics, and to our TST (total sales tracking) servers.
