Float New Media Design Ltd (referred to as Float hereinafter) are the owners of and manage all aspects of Pathways https://www.career-pathways.co.uk/.
This document outlines the support provided by Float to all customers.
Customer Support
We aim to achieve the highest level of client satisfaction and for our clients to have absolute faith in our standard of work and the professional manner in which we conduct business.
Our office hours are Monday to Friday, 9.30am until 5:30pm excluding UK bank holidays. During this time we will respond to any support requests within 4 hours either via email or phone. Outside of office hours we will endeavour to respond within 24 hours, otherwise within the first 2 hours of the next working day.
All clients will be provided with a dedicated, single point of contact for all support queries.
Bug fixes
Identifying and fixing bugs will be given priority over other support requests. During office hours we will respond within 2 hours and aim to find a solution immediately. Outside of office hours we will endeavour to respond within 24 hours, otherwise within the first 1 hour of the next working day.
Training
Training is provided to all clients before initial purchase and also on request. This training is provided remotely using video conferencing software.
What to do if you have a complaint
We pride ourselves on developing technically robust web-based software and excellent customer service. However if there is any element of our service which you are unhappy with, we have a clear and effective complaints procedure in place.
In the first instance, contact the person you are working with and voice your concerns.
Alternatively you can contact us by post, addressing your letter to:
Stephen Lockhart,
Float New Media Design Ltd,
4 Miles’s Buildings,
Bath BA1 2QS
Will will respond in full to your complaint within 28 days.