Utopia for any company is to be able to offer support 24/7/365, (not that you want support to be used 24/7/365, as your product is so good). However intuitive we make our products we need to hold the hands of our customers and as our products get bigger and more advanced, and with more customers the support function gets greater and greater. Therefore we have had to implement a support strategy. The basis of the strategy is to offer supreme service to our customers and its users (if required). Obviously this will take time for us to achieve, so we have come up with a phased approach and is based on 3 Lines of Support.

1^st Line Support – This revolves around basic requests such as content management requests, troubleshooting, web publishing and usage instructions. This will resolve 80% of all requests. Response time: 30-45 minutes

2^nd Line Support – This is an issue that requires more details technical knowledge to solve, this will be resolved by a member of the development team. Response time: 30-45 minutes

3^rd Line Support – This is where there is a total loss of service and the boss gets woken up in the middle of the night. All individuals that are required to restore the service will be called upon to get the service back up and running as quickly as humanely possible. Response time: Immediate

To reach utopia we have implemented a phased approach. This is based on the hours in a day when we can off up our Lines of Support, (excluding 3^rd Line Support)  

Step 1: Mon-Fri (9.00-17.00hrs) Completed 01/12/2010

Step 2: Mon-Saturday (9.00-17.00hrs) we are here

Step 3: Mon-Sun (9.00-22.00hrs)

Step 4: 24 / 7 / 365

During these times we will be available for any support requests that you may have. To raise a new ticket please click here or email support@dmflex.com (automated response)

We are not seasoned professionals on what is the best practise of how support should be offered up, so if you feel you would like to advise on how best to implement our support function please email feelthelove@dmflex.com