Issue Resolution Procedure

1. Encourage clients to report issues promptly.
2. Acknowledge the recipient of the notification within 6 hours.
3. Communicate the issue with the relevant parties in the team within 24 hours of being made aware of the issue
4. Respond to the issue within 24 hours and provide the customer with an estimated resolution timeline.

Response Times

1. Urgent issues: 24 hours
2. Non-urgent issues and General inquiries: 24 – 48 hours

Tone and Language

1. Maintain a professional tone.
2. Communicate clearly and concisely.
3. Show understanding and empathy.