CUSTOMER SERVICE

ABOUT US

Bionic Consulting is a service provider committed to Open Source Software (OSS) Information Technology (IT) solutions for home and business use. Our services will always have the lowest cost of ownership, be secure, reliable and environmentally friendly. Bionic PC provides, in consultation and collaboration with its clients, a range of information and communication technologies, at an appropriate standard and in support of Bionic PC's purpose and strategic goals
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WHAT YOU CAN EXPECT FROM US

We are committed to providing responsive, timely, effective and consistent services to you
We will do this by:
• Providing appropriate and high quality services
• Responding to you in a professional manner
• Providing accurate and clear information
• Providing Leadership in information and communications technology (ICT)
• Responding within the times set out in this Customer Service Charter
• Keeping our charges, where applicable, reasonable
• Consulting our customers and stakeholders and
• Responding to feedback


PROVIDING QUALITY SERVICES

• We will publish our service standards and apply them when responding to your service requests and when answering related queries
• We will provide a consistent level of service by ensuring that our processes are established and reliable. Should our system lapse we will acknowledge the fact, do what we can to rectify the problem and introduce procedures that will prevent us from repeating it
• We will regularly measure our customers’ level of satisfaction with our services and use this information to improve our service to you


PROVIDING CLEAR AND ACCURATE INFORMATION

• We will use plain English in our communications
• We will inform you of the progress of your request for service or problem resolution
• We will maintain accurate and up-to-date records of our transactions
• We will ensure that our website is easy to navigate and can be searched effectively


RESPONDING PROMPTLY

• We will respond to enquiries at our first points of contact. If we are unable to respond at the first point of contact we will ensure that a relevant person will contact you within the time frames outlined below:


PRIORITY: 1 – HIGH, 24 Hours
• performance of systems or components is degraded
• minor breach of security
• possible Occupational Health & Safety implications
• critical user cannot get business done
Client is impacted


PRIORITY: 2 – MEDIUM, 2 Days
• multiple users are affected
• non-critical systems or components are down or performance is degraded
Low client impact


PRIORITY: 3 – LOW, 3 Days
• Single non-critical person is affected
• non-critical system or component is down or its performance is degraded
• general questions regarding support products
No client impact


PRIORITY: 4 – BASIC, 1 Week
• Little or no impact on client (issue might be cosmetic or nice-to-have)
• question regarding unsupported / limited support products (if expertise is available)
Basic question


KEEPING OUR CHARGES REALISTIC

• We will tell you when a fee applies to a service delivery
• We will monitor our charges and review them at regular intervals
• We will provide accurate and timely billing information


HOW YOU CAN HELP US

To help us to provide you with a high quality service and maintain the standards set out in this Charter, please:
• Provide us clear details on the nature of your problem or service request
• Advise us of your contact details and when you can be contacted
• Advise us of your Request Number if you are enquiring about a previously submitted request and
• Inform us if you have resolved a problem yourself


MONITORING AND REPORTING ON OUR SERVICES

• We will continuously monitor our performance against the standards in this charter and the Services we offer
• We will also monitor the number and nature of customer complaints and other customer feedback to determine how and where our services need to be improved
• We will conduct surveys of our customers to help us identify needs, wants and perceptions of our Clients
• We will consult widely with our customers in developing or reviewing IT policy, where possible and appropriate
• We will host regular meetings with staff and clients
• We will publish the results of our performance on our website
• We will review our charter at least every three years and review our Services regularly


We will consider all feedback and, in particular, listen to our customers suggestions on how we might improve our services


If you have suggestions on how we can improve our services, want to make a complaint or provide positive comments on either a service or the person who provided it, or give us general feedback, we encourage you to do so at any time


In case of a complaint, will provide a detailed response to your complaint, including the action we took as a result, within 15 working days of receiving your complaint. Staff connected with the complaint will also have an opportunity to respond to matters raised in the complaint


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