Customer Service Charter
This is our statement of intent on how we deal with every customer and every situation. And it’s not just talk – every human at D2NA has contributed to and bought into this charter. This is integral to who we are and it's our commitment to you.
We are accountable and transparent
- Through regular service reports detailing every aspect of what we do, including performance statistics, phone call logs, email logs
No long contract tie-in
- We live by the quality of our service.
- We have never lost a customer due to poor service and therefore have no need to tie you in to anything longer than a rolling monthly support monthly fee. This applies to all of our regular services.
We are pro-active
- 24/7/365 advanced server & network monitoring systems
- Immediate response on critical faults
- 1 hr response on non critical faults
- On site engineer anywhere in GB within 8 hrs (Next Business Day)
Free Health Check for every customer, including:-
- Software & Hardware audit
- Technical Documentation
- Analysis & Recommendations
- All with no obligation
We take ownership
- We manage your other I.T. suppliers
- We take responsibility for the problem whatever the cause
Flexibility
- Out of hours working available upon request
- Wide range of support formats to suit all needs
We Care
- Friendly and trustworthy > proven by our customer references & testimonials
- 24/7/365 access to our Directors via their mobiles (applies to company owners & IT managers)
- Instant access to qualified engineers - no call centres, no queuing (we commit to answer your call within 20 seconds, 99.5% of the time. And you will never wait more than 5 minutes)
- We always deliver what we have agreed
- Goodwill support for employee’s home setups (applies to company owners & IT managers – fair usage applies)
Our Culture
- We are people people - we only employ experienced staff with business awareness who can gain your trust and respect
- We are great at strategic planning
- We understand and work toward helping you achieve your business goals