Customer Service Level Policy

We are committed to providing a high-quality service to all our clients.

Here is how we try our best to do this:

  • We always try to acknowledge receipt of emails and tickets within 1 working day.
  • We always try to close tickets within 1 working day where possible.
  • We always try to answer or return telephone calls promptly.
  • Our team is fanatical about their roles and always try to provide the best possible individual service and support.
  • We review our support stats regularly to ensure that we are operating efficiently and are trying our very best to provide a high quality service to our customers.
  • We respect our customers and appreciate the trust that they place in us and the business the place with us.

Our office hours are : 9am – 5pm GMT Monday to Friday and often longer hours depending on staff availability.

Our Online Helpdesk is available 24x7x365 at : http://www.decafy.com/support/.

For further information, you should contact the our Customer Services on 0800 151 0080 or at support@decafy.com.

 

ADDENDUM – “In The Event of Zombie Apocalypse”: In the event that the dead should reanimate and attempt to take over the world we reserve the right to be wholly unavailable, probably out fighting zombies. Be rest assured however, once we have won the battle against the evil-dead, we will be straight back at our desks, ready, willing and waiting for your calls and tickets.