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News
22/02/2012 16:08:42
FTA promises to focus on eco-driving policies
The FTA will continue to drive transport policy debate.
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21/02/2012 11:29:07
Logistics contractors key to Armed Forces efficiency
Logistics contractors are increasingly useful to the military and a conference in London will look at how to use them more efficiently.
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20/02/2012 16:38:09
UK boosts low-carbon motoring investment
Fuel cell funding will help the UK move towards zero-carbon motoring.
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Customer Charter
We place the needs of our customers at the heart of everything we do.
At DA Systems we know that our products play a key role in your business. We know that the software is only ever as good as the service that backs it up and supports you - and this is a responsibility we take very seriously. We want our customers to enjoy their experience with DA Systems and be as pleased with their choice of supplier in five years time, as they are on day one.
This charter sets out how we do that, how we measure ourselves, and what you should expect from us.
Why have a Charter?
It is important to us that as a customer you understand what we do and why we do it. We strive to be easy to do business with and like any other customer focused organisation we want to be clear about the experience you will have with us and the level of service you can expect from us, every time you contact us.
Standards of Service
Whatever the nature of your enquiry, we believe you should expect a standard of work and timeliness from us that gives you confidence in our knowledge and abilities. We will ensure:
- When you phone us during normal working hours, we aim to answer your call within 3 rings.
- All of our staff will be polite and professional in all their dealings with you.
- We will respond to you within agreed timeframes.
- You will get accurate information from us.
- You will be satisfied with the result of the enquiry
Customer Services
The most frequent contact point is to our dedicated Customer Services team. When you require assistance with one of our products or services, our Customer Services team is there to help you. Our helpdesk is open from 0900 to 1730 Monday to Friday with 24/7 support available as an optional extra service.
When you contact Customer Services, your call will be categorised as either Low, Medium or High priority, based on the nature of the request and a discussion with you. The team will discuss the query with you so that they may obtain sufficient information to investigate and resolve it. Your call will be logged and you will be offered a call reference number.
We work to set response and fix time targets for all queries raised with our Customer Services team. There are minor variations to our service level agreements (SLAs) which reflect the different products across our range. If you are not familiar with your SLA, then please contact our Customer Services team who will be happy to provide it to you.
NX Framework, our managed bespoke mobile data product enjoys an average uptime in excess of our 99.99% SLA for service availability - something we take great pride in.
Communication
We will ensure that whatever the nature of your enquiry, we will keep you informed and updated until its conclusion. When your query has been resolved we will place a follow up call to you to ensure it has been concluded to your satisfaction.
As part of our ongoing efforts to improve communication and listen to feedback from our customers, we will from time to time send out a comprehensive customer survey. These surveys give you the opportunity to provide an overall assessment of how we are performing - from sales right through to invoicing. Your participation in these surveys is invaluable to us in continually improving our service to you.
Scope of Customer Services
We offer a full range of support services as part of your ongoing license agreement with us. Services included in your ongoing "Support and Maintenance" agreement include:
- Assistance with any aspect of using your DA Systems products or services
- Advice on best practice
- Upgrades to your DA Systems products and services to ensure you are kept on the latest version of our systems
- Analysis of all reported problems with our software
- Correction of confirmed errors in our software - either in the current version of the software (for high priority issues) or in the next release of the software (for all other issues)
Additional services offered by Customer Services on a chargeable basis include:
- Additional training above that provided as part of the installation
- Scripts or updates to data in any database forming part of a DA Systems product
- Data imports
- Migration of DA Systems products or services to alternative servers or infrastructure
Software Change Requests
Business dictates that from time to time one of your customers will have a requirement for something which is outside the scope of our standard solutions. This could take the form of a report, a bespoke web booking site, a new screen layout etc. Maybe you have thought of an innovative way of performing a task and would like the software amended to reflect this.
Our Software Change Request process (SCR) helps to ensure that any requirements you have are reviewed, discussed, challenged, analysed, quoted and agreed with you before being carried out. In this way we can be sure that you achieve your desired objective in an agreed timeframe.
An SCR is only required when an actual change to the software is required to achieve your objectives. If your request can be achieved through the configuration of our products - then an SCR is not required. SCRs are not always chargeable - please don't be afraid to ask!
Please give us your feedback
Whatever your reason for contacting us, we want to make sure you are satisfied with the experience. If we do make a mistake, we value the opportunity to learn from it and improve our service for the future.
What should you do if you are unhappy with the service you’ve received?
In the first instance, please tell the person you are dealing with that you are unhappy, and they will do their best to correct any mistakes or problems.
If you are still unhappy, please ask to speak to a member of the Customer Services Management team. If you wish to email your feedback, please do so to feedback@da-systems.co.uk . We will review and respond to all feedback within 2 business days.
What should you do if we have done something well?
We are human and our team is always motivated by positive feedback. So if you are particularly happy with the service you have received, please tell the person you are dealing with. If you wish to follow this up please email feedback@da-systems.co.uk
DA Systems Contact Details
Please see the contact page for our contact details.
