Web's Respond as displayed below;
|
Priority
|
Webs’ response
|
Resolution Target
|
Examples
|
|
1
|
Immediate
|
Immediate
|
Website down, DNS or domain issues
|
|
2
|
Within 30 minutes.
|
Within 24 hours or less.
|
Unavailability of a key module or major function, causing significant business impact.
|
|
3
|
Within 2 hours.
|
Within 2 days.
|
Problems causing minor
disruption to website.
|
|
4
|
Within 4 hours.
|
More than 2 days, or to an agreed date.
|
Non-urgent problems or general enquiries for information.
|
We are committed to ensuring that our clients receive a high standard of service. We also appreciate that sometimes issues arise that need to be addressed. Our clients’ feedback is important to us as we rely on it to continue to improve our service.
You are invited to discuss any aspect of our work with your a manager at any time. We pride ourselves on the professionalism of our approach, and the provision of professional advice requires there to be two way contact between each of our clients and our advisory team on an ongoing basis.
If you have a concern about any aspect of our service, we would like to hear from you. While you are always welcome and indeed encouraged to raise this with a manager in the first instance, you may prefer to use the following staged process to bring matters to our attention, depending upon the nature of the issue.
Stage 1: Raising a concern with the delivery team
Many outstanding issues can be resolved informally by discussion with a member of staff. The delivery team member who deals with your query will aim to resolve any outstanding issues and reach a positive resolution.
Stage 2: Escalating your issue
If the delivery team member helping you is not able to resolve an issue to your satisfaction, please ask for this to be reviewed by our Delivery Team Manager, who oversees the delivery team’s work. Your concern will be acknowledged by return.
Stage 3: Taking your concerns further
If, after discussing your concerns, you are dissatisfied with the response provided or the way in which your issue has been addressed, please discuss the matter with your account manager. Your concern will be acknowledged by return.
Stage 4: Further escalation
If you remain unhappy with the attempted resolutions, you can make a formal complaint by writing to the Directors at the following address, providing your contact information together with any relevant details of your concerns.
The Director, Web, 10b Constituiton Street Edinburgh EH6 7BT
Your complaint will be acknowledged by return. An investigation will be carried out into the issues raised and a full response will be provided within ten working days. Where the issue is particularly complex it may take longer to respond. If this is likely, we will provide information on the action which will be taken and advise when you can expect a substantive response.