Our customer service commitment

We aim to respond to all general communications, whether telephone, email or any other means within 1 standard business hour of receipt of your enquiry. We guarantee that we will respond to your enquiry within 24 standard business hours.

The above does not affect our response times under the specific Service Level Agreement (SLA) for your Cloud Heroes product and/or service. If you are unclear on the terms of your SLA, please refer to your SLA document, see our Terms page where you can download T&Cs and SLA documentation, email us or call on 01225 776 555 to request a copy be sent to you by email or post.

Customers with an SLA Service / Support Contract can expect contact from Cloud Heroes as a result of registering a fault within 15 minutes in standard business hours and within 4 hours outside of standard business hours.

Our standard business hours are 09:00 a.m. to 17:30 p.m. Monday to Friday excluding statutory (England) Bank & Public holidays.

 

Complaints and appeals process

Please direct any formal complaints in writing to our Disputes Resolution Team.

Your complaint will be acknowledged within 1 standard business day. The detail of your complaint will be discussed with the manager/team/department to whom the complaint refers and, wherever possible, a reasonable offer to resolve the complaint will be made in writing to you (the customer) within 5 standard business days.

If the offer to resolve the complaint is refused, the matter will be escalated to a director within Cloud Heroes and you will be provided with a further response within 10 standard business days from that date. If the situation cannot be resolved between you (the customer) and Cloud Heroes, we will seek independent arbitration whether from the regulatory body which controls the activity in question or from a third-party. In such circumstances, Cloud Heroes commits to be bound by the findings of the arbitration panel.

Cloud Heroes’ complaint resolution procedure does not adversely affect nor contradict your statutory rights.

Complaints should be made –

In writing:
Customer Complaints Manager
Suite 2, Bryer Ash Business Park
Trowbridge
Wiltshire
BA14 8AW

By email.

By telephone:
01225 776 555 — option 4 for customer services.