Strengthscope® system support service level agreement

As standard, we provide technical support via phone and email during our business hours: Monday to Friday between 9am and 5:30pm UK time (excluding UK bank holidays and the days between Christmas and New year*). We also provide Live chat (where available) and a library of self-service training articles.

Should you require technical assistance, we commit to the following timelines:

Phone

  • To answer your call within 1 minute

Email

  • A first response within 1 working day

Technical support

Should we need support from our Developers or an investigation to resolve your query, we will share an approximate timeline and keep you updated daily until it has been resolved.

Should you need to give feedback or raise a complaint, you can find our full policy here.

Data requests

To comply with GDPR, we fulfil Subject Access Requests and Data Erasure Requests within 1 month of acknowledgement of the request.

*To allow the whole team to come together for group development and reflection, we divert our inbound calls to voicemail for 1 full day every 3 months. During this time, we will put up an announcement on our Help Centre.

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