dmClub Support: Service Level Agreement
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.
Online Help
- Web-based control panels include on-page help, detailed explanations, and links to comprehensive online manuals (dmNotes).
- Web chat –speak to our online specialists in a web chat, they will be able to point you to a dmNote or create a support ticket
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.
- 100% of support tickets are handled by experts
- You will receive an auto-email confirmation containing your support ticket number
- Using Express Support, 95% of problems are resolved within 2 working hours
- 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.
How do I get support?
dmNotes online help
Your first point of call is dmNotes, a useful source of information that can save you a lot of time, especially if you have a support issue outside normal hours. Our support team has put all the information they regularly get asked into dmNotes. If you have a query or question about anything then the chances are there is a dmNote about it.
To find a note on your required topic, browse or search in the menu on the left hand side of this screen. If there is anything in dmNotes that you feel should be added, changed, or improved we would love to hear from you so please email your suggestion to support@dmclub.net.
Contact support
To open a support ticket use our Express Support system.
Start here, answer a few relevant questions, then click the button to email your answers to support. We'll send you your support ticket number, which you should quote in all future correspondence, and get back to you. Generally speaking issues are resolved withing two working hours.
Tips on reporting problems
The more accurately you can report the problem you're contacting us about, the more quickly we should be able to solve it. For tips and advice see #0066 - Getting the best from support.
Support ticketing system
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.
| Level | Description |
|---|---|
| Level 1 | Easy to solve 90% of requests, solved within 4 working hours. |
| Level 2 | Requiring consultation the team 8% of requests, solved within 4 working hours. |
| Level 3 | Requiring assistance from network, banking or products teams 2% of requests, solved within 4 working hours, or progress every 4 working hours. |