What does the customer support include
At Pole Star, customer satisfaction is our top priority, and we embody the principle of "Customer Obsession." Our approach is built on delivering innovative, tailored solutions while providing exceptional customer service that focuses on addressing our clients' needs and exceeding expectations.
Our customer support is structured to provide responsive, effective assistance at every level. We offer a tiered system of support based on severity, ensuring that issues affecting our customers' operations are resolved as quickly as possible. For example, Sev1 incidents (complete outages) are addressed within 4 hours, while less critical issues follow our established processes to ensure proper resolution.
Key aspects of our customer support include:
- Availability: Our systems are available 99.5% of the time, meaning customers can rely on our solutions nearly continuously, barring planned maintenance.
- Support Coverage: We offer support Monday to Friday, 9 AM to 5 PM, excluding bank holidays, with a responsive helpdesk that guarantees calls and emails are answered within 2 hours during working hours.
- Proactive Communication: Our team ensures regular updates during the troubleshooting and resolution process. This includes personalized responses (not automated) and regular progress reports, keeping customers informed every step of the way.
- Comprehensive Resolution: Our support team is capable of handling a range of requests, from password resets and user setup to complex data manipulation and system configuration. We commit to clear timelines, ensuring transparency and predictability.
By continually measuring our performance and using feedback to improve, we aim to provide exceptional service that ensures our customers' success, aligning with our core value of customer obsession
