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Customer Support Policy

Last Updated: 30 June 2025
5 min read

Our Commitment to You

At iDecide, exceptional customer support is at the heart of everything we do. We're committed to providing timely, helpful, and compassionate assistance to ensure your success with our platform.

Table of Contents

1. Support Overview2. Contact Methods3. Response Times4. Support Levels5. Hours & Availability6. Escalation Process7. Service Level Agreements8. Self-Service Resources9. Quality Assurance10. Feedback & Improvement

1. Support Overview

At iDecide, we understand that life planning involves sensitive and important decisions. Our customer support team is dedicated to providing you with the assistance you need, when you need it, with the compassion and professionalism you deserve.

Our support philosophy centers on:

  • Empathy and Understanding: We recognize that our platform handles deeply personal information and situations
  • Prompt Resolution: We aim to resolve issues quickly while maintaining thoroughness
  • Clear Communication: We provide clear, jargon-free explanations and regular updates
  • Continuous Improvement: We use your feedback to enhance our services and support processes
  • Security First: All support interactions maintain the highest security and privacy standards

2. Contact Methods

We offer multiple ways to reach our support team, ensuring you can get help in the way that works best for you:

Email Support

support@idecide.co

  • • Detailed technical inquiries
  • • Account and billing questions
  • • Platform feedback and suggestions
  • • Response within 24 hours

In-Platform Help

Help Centre & Live Chat

  • • Instant access to FAQs
  • • Real-time chat support
  • • Step-by-step guides
  • • Available during business hours

Phone Support

+61 (02) 1234 5678

  • • Urgent technical issues
  • • Complex account problems
  • • Immediate assistance needed
  • • Monday-Friday, 9 AM - 5 PM AEST

Emergency Support

emergency@idecide.co

  • • Security incidents
  • • Data access emergencies
  • • Platform unavailability
  • • 24/7 monitoring and response

3. Response Times

We are committed to providing timely responses to all support requests. Our response times vary based on the urgency and complexity of your inquiry:

Priority LevelDescriptionResponse TimeResolution Target
CriticalSecurity incidents, platform down15 minutes2 hours
HighMajor functionality issues2 hours24 hours
MediumGeneral platform questions4 hours48 hours
LowFeature requests, general inquiries24 hours5 business days

Response Time Notes

  • Response times are measured from when we receive your request
  • Times refer to initial response, not necessarily resolution
  • Weekend and holiday requests are processed on the next business day
  • Emergency and critical issues are monitored 24/7

4. Support Levels

We provide tiered support to ensure you receive the right level of assistance:

Level 1: First Line Support

Handles general inquiries and common issues:

  • Account setup and basic navigation
  • Password resets and login issues
  • Basic platform functionality questions
  • Billing and subscription inquiries
  • Document upload and organization assistance

Level 2: Technical Support

Addresses more complex technical issues:

  • Advanced platform features and configuration
  • Integration and API support
  • Data migration and import/export issues
  • Browser compatibility problems
  • Family sharing and permissions setup

Level 3: Specialist Support

Expert assistance for complex scenarios:

  • Custom platform configurations
  • Security and privacy consultations
  • Data recovery and restoration
  • Enterprise implementation support
  • Legal and compliance guidance

5. Hours & Availability

Our support team is available during the following hours:

Standard Support Hours

Monday - Friday:9:00 AM - 6:00 PM AEST
Saturday:10:00 AM - 2:00 PM AEST
Sunday:Closed
Public Holidays:Limited availability

Emergency Support

24/7 Monitoring for:
  • Security incidents
  • Platform outages
  • Data access emergencies
  • Critical system failures

Holiday Schedule

During Australian public holidays, our support hours may be reduced. We provide advance notice of any schedule changes via email and in-platform notifications. Emergency support remains available 24/7.

6. Escalation Process

If your issue requires additional attention or expertise, we have a clear escalation process:

Escalation Steps

  1. Automatic Escalation: Issues exceeding response time targets are automatically escalated
  2. Request Escalation: You can request escalation at any time if unsatisfied with progress
  3. Management Review: Complex issues are reviewed by support managers
  4. Specialist Assignment: Technical experts are assigned for complex problems
  5. Executive Involvement: Senior leadership reviews major issues and systemic problems

When to Request Escalation

  • Your issue has exceeded the stated response time
  • You're not satisfied with the proposed solution
  • The issue is impacting your business operations
  • You need senior level attention for your concern
  • Multiple attempts have not resolved the problem

How to Request Escalation

  • Email: escalation@idecide.co
  • Reply to your existing support ticket with "ESCALATION REQUEST"
  • Contact your account manager (for enterprise customers)
  • Use the escalation button in your support portal

7. Service Level Agreements

Our Service Level Agreements (SLAs) define our commitment to service quality and availability:

Platform Availability

  • • Uptime Target: 99.9% availability
  • • Planned Maintenance: Maximum 4 hours per month with advance notice
  • • Unplanned Downtime: Less than 8 hours per year
  • • Recovery Time: Service restoration within 4 hours of any outage

Support Response SLAs

  • • First Response: 95% of tickets receive initial response within target timeframes
  • • Resolution Rate: 90% of issues resolved within stated targets
  • • Customer Satisfaction: Minimum 4.5/5 satisfaction rating
  • • Escalation Response: Management response within 2 hours of escalation

SLA Reporting

  • Monthly SLA performance reports available in your account dashboard
  • Quarterly service reviews for enterprise customers
  • Real-time platform status available at status.idecide.co
  • Advance notification of any SLA impacts

8. Self-Service Resources

We provide comprehensive self-service resources to help you find answers quickly:

Help Centre

  • Comprehensive FAQs
  • Step-by-step tutorials
  • Video guides and walkthroughs
  • Troubleshooting guides
  • Policy documentation

Community Forum

  • User discussions and tips
  • Best practice sharing
  • Feature requests and feedback
  • Expert moderator support
  • Peer-to-peer assistance

In-Platform Help

  • Contextual help tooltips
  • Interactive feature tours
  • Smart suggestions and tips
  • Quick access help panels
  • Search functionality

Resource Library

  • Downloadable guides
  • Templates and checklists
  • Webinar recordings
  • Best practices documentation
  • Integration guides

9. Quality Assurance

We maintain high quality standards through continuous monitoring and improvement:

Quality Monitoring

  • Regular review of support interactions for quality and accuracy
  • Customer satisfaction surveys after each support interaction
  • Mystery shopper assessments of support processes
  • Peer review and coaching for support team members
  • Continuous training and professional development programs

Performance Metrics

  • First contact resolution rate
  • Average response and resolution times
  • Customer satisfaction scores
  • Ticket escalation rates
  • Support team knowledge assessments

Team Training

  • Comprehensive onboarding for new team members
  • Regular product training and updates
  • Customer service excellence workshops
  • Technical skills development
  • Empathy and communication training

10. Feedback & Continuous Improvement

Your feedback is essential to improving our support services. We actively seek and act on customer input:

Feedback Collection

  • Post-interaction satisfaction surveys
  • Regular customer feedback sessions
  • Annual support service reviews
  • Feature request and improvement suggestions
  • Support channel preference surveys

Improvement Actions

  • Monthly review of feedback trends and patterns
  • Implementation of process improvements based on feedback
  • Enhancement of self-service resources
  • Training updates based on common issues
  • Technology improvements to support tools

How to Provide Feedback

  • Complete post-support surveys
  • Email feedback to support@idecide.co
  • Submit suggestions through the platform
  • Participate in customer feedback sessions
  • Leave reviews on our community forum

Contact Our Support Team

General Support: support@idecide.co

Emergency Support: emergency@idecide.co

Escalations: escalation@idecide.co

Phone Support: +61 (02) 1234 5678

Business Hours: Monday-Friday, 9:00 AM - 6:00 PM AEST

iDecide Customer Support Policy - Version 1.0
Last Updated: 30 June 2025
Effective Date: 30 June 2025