Client Communication Policy for SeisWare Customer Support

1. Purpose:

The purpose of this policy is to establish guidelines for clients to effectively communicate with the software customer support team, ensuring timely and efficient resolution of issues and inquiries.

 

  1. Channels of Communication:

Clients are encouraged to use the following channels to communicate with the customer support team:

Email: support@seisware.com

Phone: Canada support line – 403.265.6606, USA Support line – 1.866.914.9047

Online Support Portal: support.seisware.com

 

  1. Response Time:

The customer support team is committed to responding to client inquiries and issues within 1 hour, during regular business hours. Responses outside of business hours will be addressed at the earliest opportunity.

 

  1. Information Required:

Clients are requested to provide the following information when contacting the customer support team:

Client name and contact information

Software product name and version

Detailed description of the issue or inquiry

Any relevant screenshots or error messages

 

  1. Escalation Procedure:

In the event that an issue cannot be resolved through regular communication channels, clients may request escalation to a higher level of support. Escalation requests should be made through the same channels as outlined in this policy.

 

  1. Professional Conduct:

Clients are expected to communicate with the customer support team in a professional and respectful manner. Any abusive, derogatory, or disrespectful behavior towards support staff will not be tolerated. Such behavior includes, but is not limited to:

  •     Verbal abuse
  •     Threats or harassment
  •     Discriminatory language or behavior
  •     Personal attacks

Clients are reminded that support staff are dedicated professionals working diligently to assist with inquiries and resolve issues. Treating support staff with courtesy and respect is essential for fostering a positive working relationship and ensuring effective problem resolution.

 

  1. Confidentiality:

All communications between clients and the customer support team will be treated with strict confidentiality. Client information and support inquiries will not be shared with third parties without explicit consent, except where required by law.

 

  1. Feedback:

Clients are encouraged to provide feedback on their experience with the customer support team. Feedback can be submitted through the same channels used for communication.

 

  1. Policy Review:

This policy will be reviewed periodically to ensure its effectiveness and relevance. Any updates or revisions will be communicated to clients in a timely manner.

 

  1. Contact Information:

For any questions or concerns regarding this policy, clients can contact the customer support team at support@seisware.com

 

  1. Acknowledgment:

By contacting the customer support team, clients acknowledge that they have read and agree to abide by the terms of this communication policy.