Support Hours: Our support team is available Monday to Friday, from 8.30 AM to 5.30 PM.

Outside of these hours, customers can submit requests via email and through the Customer Support Portal, which will be actioned during the next business day.

Customers should submit all support requests through:

• Email Support: 
  • Customers can email their requests directly, which will automatically generate a ticket in our Customer Support system. You can email us on dotpost@cfh.com 
• Phone Support: 
  • Phone support is available during business hours. A ticket will be created on your behalf if the issue requires further investigation. You can call us on 01761 409701.
• Customer Support Portal:
  • You can raise your request directly via the Customer Support portal. 
• ‘Ask us a Question’ Button: 
  • You can raise your request directly via the ‘ask us a question’ button available in Contact Us

All tickets and requests will be tracked, prioritised, and assigned to a member of our product support team. Our standard service level response times are:

• First response – within 4 working hours
• Conclusion – within 3 working days

Escalation Process: 

If a ticket is not resolved within the agreed response time, it will be escalated to higher support tiers, including managerial oversight if necessary.

 Tickets will be automatically closed after 5 days if no response is received.

Customer Feedback

• A feedback request is sent following the resolution of tickets.

Continuous Improvement: 

• We regularly review support processes, feedback, and performance metrics to enhance our customer support operations.

Data Security: 

All customer data shared during the support process is handled with the utmost confidentiality and in compliance with CFH's data protection policies and relevant regulations. Data will be held for 2 years after resolution. Ensure only relevant data is provided for the purpose of the query. Unwanted personal identifiable information will be removed. 

Confidentiality Agreements: 

Our support staff are bound by confidentiality agreements to protect customer information.

We take your privacy seriously and are committed to protecting your personal information. When you contact our customer support team, the data you provide is securely stored, ensuring it is readily accessible to assist you with your requests. 
We use this data solely to improve our services, resolve your issues efficiently, and enhance your overall experience. Your information is handled with the highest level of confidentiality and is never shared with third parties, in accordance with our privacy policy.

Annual Review: 

• This policy is reviewed annually to ensure it meets the evolving needs of our customers and incorporates any updates to Jira Service Management features and capabilities.

Customer Notification: 

• Customers will be notified of any significant changes to this policy at least 30 days before the changes take effect.

• Customers can request their data be shared by using CC on emails or using share within the Customer Support portal. It is the customer responsibility to remove unwanted contacts from the requests.
• Companies can request data be shared across users within an organisation by contacting dotpost@cfh.com.
• Customer Support Portal access can be revoked by contacting dotpost@cfh.com.