Flowis Customer Care Policy
1.Introduction
It is Flowis’s policy and responsibility to provide excellent service to its customers. Customer feedback helps us to measure whether our products and services are meeting our customer needs and expectations. It also helps us to identify problems that need to be solved. High quality customer service depends on customer feedback. While praise is always welcome, constructive criticism is truly helpful in the long run. The purpose of this policy is to establish uniform standards and feedbacks for responding to customers, thus making sure those responses are timely and that issues do not “call through the cracks.” The policy strives to treat every interaction with the customer as an opportunity to produce a satisfied customer, or at least one who feels that he or she was listened to and taken seriously, even if it was not possible to meet his or her request.
2. Severity of care requests and targeted response time
Table below describes the severity of customer care requests. It is important that severity of care requests is properly identified by customer. Flowis reserves the right to change the severity of the tickets at its discretion. Each severity has assigned targeted response time for Flowis to respond to the care request. The time for the solution of the care request will vary depending on request to request.
| # | Severity | Description of severity | Targeted response time |
|---|---|---|---|
| 1 | Blocker | Stops all business processes and all users | 2 hours |
| 2 | Critical | Stops major part of processes and significantly affects large number of users | 6 hours |
| 3 | Urgent | One or more users cannot follow the key business processes or major part of the business has serious issue | 12 hours |
| 4 | High | One or more users have significant problem or parts of business processes have minor issues | 48 hours |
| 5 | Standard | One or more users have minor problem | 72 hours |
3. Accessing Flowis’s customer care
There are 2 ways to access customer care:
General Flowis email: info@flowis.com
Flowis customer support email: support@flowis.com
Access Point Flowis customer support email: info@postarflowis.sk
Customer portal: https://support.flowis.com/c/contact-support/
3.1 Email
Email. Please email your request to support@flowis.com This will automatically generate ticket in our customer portal. You will receive back email notification to confirm generation of your care request and to inform you about the care request number. Subject line should briefly state the nature of your care request and severity of the issue. Email message body should start with name of the tool and environment for which you are raising care request. Please also ensure you state as much detail as possible about your care request, including screenshots or attachments. Please also ensure to
3. 2 Customer portal
Customer portal. Our customer portal https://support.flowis.com/c/contact-support/ provides access to all care requests raised by all users of same customer. Selected users from each customer have access to customer portal and can initiate new care requests, review all care requests raised by other users of same customer, review and accept solutions of care requests. More detailed user manual is provided to selected users of each customer.