We strive to deliver truly extraordinary customer service. This is critical for our business, especially since internet-based support generally has a poor reputation. To deliver first class service, we operate under a customer service charter that guarantees an outstanding experience for our clients.
Customer service
charter
To ensure that all your interactions with us are pleasurable, all of our staff work according to our code of ethics:
- We will greet you using your name
- We will introduce ourselves to you when we first write to you, so you know who you are communicating with
- We will try to help you as best we can
- We will apologize and make restitution if you are ever upset by our actions
- We will be honest in our communications. If our software cannot do what you want it to do, we will do our best to refer you to a software package that meets your needs
- We will answer incoming enquiries within 24 hours on working days
Testimonials
I wanted to send you an email regarding the excellent job that Tim (Technical Support Officer) has done helping me through an issue with the BackupAssist software. He provided a level of service rarely found. He was very prompt and very professional.
I have never had a support technician respond to my emails in such a timely manner with such helpful information. I would think that he should be regarded as an asset to your organization.
I just wanted to thank you guys for such an excellent program and more over such wonderful support in the process of setting up and determining if this product was right for us. Your support team, especially Michael, provided us with such an excellent level of support and was extremely quick in responding and providing helpful support always.
I now have all of our data being backed up and I know exactly when this occurs and where it is; which is something I cannot say about our previous, mega-expensive backup solution! It is amazing to have found a company that cater's to us "small business" folks and moreover provides the level of support as your company. I have been blasting my mouth to everyone I can find about backupassist and will continue to do so!
Please pass on my thanks from a happy user. You’re all very quick and polite in the response, and it still astounds me that the support comes from Kentucky to Australia within minutes. Sally Chamness helped me in October when the backup service had stopped, and followed up a week later to check all was in order.
Yesterday our server died, and I restored from our USB backup drive with full success. So the routine is working, and the product and support first-class.
Having been an IT Professional for almost 18 years and knowing first-hand how tough support roles can be, I want to give you and your team kudos for how well they have handled things with me, the University I represent and support, my requests and my numerous inquiries.
They have all been absolutely ‘Top-Shelf’ professionals and very responsive. Michael and Sally in particular have been fantastic.