In order to provide the best possible service across all our customers, Fred Help operates a triage system enabling us to prioritise our service delivery in favour of the most operationally compromised.
Fred Help commits to Service Level Agreements (SLA’s) that apply to all calls.
Priority 1 calls will be returned within a maximum of 30 minutes
Priority 2 calls will be returned within a maximum of 2 hours
Priority 3 calls will be returned within a maximum of 4 hours
Please Note: Service Level Agreement Call Return Times apply during Normal Service Hours of 8:30am – 5:00pm Monday to Friday
Fred stands behind its guarantee to provide you with the highest level of software support. If we do not respond to Priority 1 requests within the allocated time of 30 minutes, Fred will refund you 5% of your monthly support fee for the affected service, for each incident up to a maximum of 3 occasions in any one calendar month.
This is a no fuss guarantee without the need for a complicated claiming process. When we don’t meet the guarantee level our software alerts us and we post you a cheque.
The only exceptions to this easy guarantee are: a major systemic system failure caused by third parties such as Medicare Australia or telecommunication/internet providers; mass virus outbreaks; or denial of service attack