In order to provide the best possible service across all our customers Fred Help operates a Triage system enabling us to prioritise our service delivery in favour of the most operationally compromised.
When you call Fred Help you don’t have to wait. Calls are answered by a Triage Desk operator in less than 12 seconds (on average).
The operator records your site details and the reason for your call in our internal software system which allocates a priority determined primarily by the impact on your business’s ability to operate and then passes these to a Team Leader.
The Team Leader then passes the call to an appropriately skilled Fred Help Consultant to return in order of priority and receipt.
Fred Help commits to Service Level Agreements (SLA’s) that apply to all calls:
| Priority 1 calls |
will be returned within a maximum of 30 minutes |
| Priority 2 calls |
will be returned within a maximum of 2 hours |
| Priority 3 calls |
will be returned within a maximum of 4 hours |
Customer Service Guarantee
Fred will stand behind its guarantee to provide you with your vital software support. If we do not respond to Priority 1 requests within the allocated time of 30 minutes, Fred will refund you 5% of your monthly support fee for the affected service for each incident up to a maximum of 3 occasions in any one calendar month.
This is a no fuss guarantee without the need for a complicated claiming process. When we don’t meet the guarantee level our software alerts us and we post you a cheque.
The only exceptions to this easy guarantee are: a major systemic system failure caused by third parties such as Medicare Australia or telecommunication/Internet providers; mass virus outbreaks; or denial of service attacks.