DIYTel Customer Service Policy
Last Updated: June 17, 2025
Effective Date: June 17, 2025
1. CUSTOMER SERVICE COMMITMENT
DIYTel is committed to providing exceptional customer service that exceeds expectations while supporting small businesses in achieving their telecommunications and digital presence goals. This Customer Service Policy outlines our service standards, procedures, and commitments to ensure consistent, professional, and responsive customer care.
Our Mission:
To deliver personalized, efficient, and knowledgeable customer service that empowers small businesses to communicate effectively and grow successfully.
2. SERVICE STANDARDS AND PRINCIPLES
2.1 Core Service Principles
Customer-Centric Approach:
- Every interaction focused on customer success and satisfaction
- Proactive communication and problem-solving
- Personalized service tailored to individual business needs
- Long-term relationship building over transactional interactions
Professional Excellence:
- Knowledgeable and trained customer service representatives
- Consistent service quality across all channels
- Continuous improvement based on customer feedback
- Industry expertise and best practice implementation
Accessibility and Responsiveness:
- Multiple communication channels for customer convenience
- Rapid response times during business hours
- Clear escalation procedures for complex issues
- 24/7 emergency support for critical situations
2.2 Service Quality Metrics
Response Time Standards:
- Phone calls: Answer within 3 rings during business hours
- Email support: Initial response within 10 minutes during business hours
- Support tickets: Acknowledgment within 15 minutes during business hours
- Emergency issues: Immediate response 24/7
Resolution Standards:
- First contact resolution rate: 95% target
- Average resolution time: Under 30 minutes for standard issues
- Complex issue resolution: Within 24 hours
- Escalated issues: Resolution within 48 hours
3. CUSTOMER SUPPORT AVAILABILITY
3.1 Business Hours Support
Standard Support Hours:
- Monday through Friday: 6:00 AM to 6:00 PM Pacific Time
- Closed on statutory holidays (advance notice provided)
- Extended hours during peak periods or special circumstances
- Holiday schedule published annually on website and customer portal
Business Hours Services:
- General customer inquiries and account management
- Technical support and troubleshooting
- Service configuration and changes
- Billing and payment assistance
- New service setup and activation
3.2 After-Hours and Emergency Support
24/7 Emergency Support:
Available for critical issues that significantly impact business operations:
- Complete service outages affecting voice communications
- 911 emergency service failures or malfunctions
- Security incidents or suspected breaches
- Critical system failures requiring immediate attention
Emergency Contact:
- Phone: +1 604-635-0700
- Email: emergency@diytel.ca
- Response time: Within 15 minutes for verified emergencies
Non-Emergency After-Hours:
- Voicemail and email messages reviewed first thing next business day
- Urgent non-emergency issues prioritized for early morning response
- Self-service options available 24/7 through customer portal
4. COMMUNICATION CHANNELS
4.1 Primary Support Channels
Email Support:
- Primary: telecom-support@diytel.ca (integrated with WHMCS ticketing system)
- Billing: billing@diytel.ca
- General inquiries: support@diytel.ca
- Automatic ticket creation and tracking
- Email validation for customer account security
Phone Support:
- Main line: +1 604-635-0700
- Direct connection to knowledgeable support staff
- No automated phone trees or lengthy hold times
- Call recording for quality assurance and training (with customer notification)
Online Support Portal:
- Customer account management and self-service options
- Support ticket submission and tracking
- Knowledge base and frequently asked questions
- Service status updates and maintenance notifications
4.2 Additional Communication Methods
Proactive Communication:
- Service maintenance notifications (48-hour advance notice)
- System upgrade and new feature announcements
- Billing reminders and account status updates
- Industry news and best practice recommendations
Customer Feedback Channels:
- Regular customer satisfaction surveys
- Feedback forms integrated into support interactions
- Annual customer advisory board meetings
- Open communication for suggestions and improvements
5. SERVICE IMPLEMENTATION AND ACTIVATION
5.1 New Customer Onboarding
Welcome Process:
- Comprehensive welcome email with account details and next steps
- Dedicated onboarding specialist assignment for complex setups
- Step-by-step setup guides and video tutorials
- Follow-up calls within 48 hours of activation to ensure satisfaction
Service Activation Timeline:
PBX Services:
- Creation Schedule: PBX systems are created each morning between 6:00-8:00 AM Pacific Time
- Processing Window: All signups from the previous 24 hours are processed in the morning batch
- Notification: Customers receive detailed activation confirmation via email
- Testing Support: Assistance with initial testing and configuration
Website and Email Services:
- Instant Activation: Website builder and email services available immediately upon signup
- Immediate Access: Customers can begin creating email addresses and building websites instantly
- Sitejet Integration: Full access to AI-powered website builder tools
- Setup Assistance: Available during business hours for website and email configuration
5.2 Service Configuration Support
Initial Setup Assistance:
- Complimentary setup consultation for all new customers
- Phone system configuration and feature explanation
- Email account setup and mobile device configuration
- Website builder orientation and training
Ongoing Configuration Support:
- Changes to call routing and IVR settings
- Addition or removal of users and extensions
- Integration with third-party applications and services
- Custom feature configuration and optimization
6. TECHNICAL SUPPORT SERVICES
6.1 Support Expertise Areas
Telecommunications Support:
- Cloud PBX configuration and troubleshooting
- Voice quality optimization and call routing
- Mobile app setup and configuration (Sangoma Talk with magic login)
- Integration with CRM systems and business applications
Website and Hosting Support:
- Sitejet website builder assistance and training
- Email hosting configuration and troubleshooting
- Domain management and DNS configuration
- SSL certificate installation and maintenance
Network and Connectivity:
- Internet connectivity requirements and optimization
- Firewall and router configuration for VoIP services
- Quality of Service (QoS) setup and optimization
- Network troubleshooting and performance analysis
6.2 Troubleshooting and Problem Resolution
Systematic Approach:
- Structured troubleshooting methodology
- Remote diagnostic capabilities when appropriate
- Escalation to specialized technical teams when needed
- Follow-up to ensure complete resolution
Problem Documentation:
- Detailed ticket tracking and case management
- Knowledge base updates based on common issues
- Root cause analysis for recurring problems
- Continuous improvement of support procedures
7. BILLING AND ACCOUNT MANAGEMENT
7.1 Billing Support Services
Account Management:
- Monthly billing explanations and invoice reviews
- Payment method updates and automatic payment setup
- Usage monitoring and cost optimization recommendations
- Account consolidation and multi-location management
Billing Inquiries:
- Detailed explanation of charges and fees
- Dispute resolution and billing adjustments
- Payment plan arrangements for special circumstances
- Tax documentation and reporting assistance
7.2 Service Changes and Upgrades
Plan Modifications:
- Service tier upgrades and downgrades
- User additions and removals
- Feature additions and customizations
- Temporary service modifications for special events
Account Administration:
- Contact information updates and maintenance
- User permission and access level management
- Service transfer and ownership changes
- Account closure and data export assistance
8. CUSTOMER SUCCESS AND RELATIONSHIP MANAGEMENT
8.1 Proactive Customer Success
Regular Check-ins:
- Quarterly customer satisfaction calls
- Annual service reviews and optimization consultations
- Proactive identification of service improvement opportunities
- Industry trend updates and technology recommendations
Performance Monitoring:
- Service usage analysis and optimization recommendations
- Call quality monitoring and improvement suggestions
- Website performance tracking and enhancement advice
- Security assessment and best practice recommendations
8.2 Customer Retention and Loyalty
Loyalty Programs:
- Long-term customer appreciation programs
- Referral incentives and partner benefits
- Early access to new features and services
- Exclusive customer events and training sessions
Relationship Building:
- Dedicated account management for larger customers
- Regular business reviews and strategic planning sessions
- Industry networking opportunities and connections
- Thought leadership content and educational resources
9. QUALITY ASSURANCE AND IMPROVEMENT
9.1 Service Quality Monitoring
Performance Metrics:
- Customer satisfaction scores and Net Promoter Score (NPS)
- First contact resolution rates and response times
- Ticket volume and resolution time tracking
- Customer retention and churn analysis
Quality Assurance:
- Regular call monitoring and coaching sessions
- Customer feedback analysis and action planning
- Service delivery audits and process improvements
- Staff training and development programs
9.2 Continuous Improvement
Feedback Integration:
- Regular customer advisory board meetings
- Quarterly service improvement initiatives
- Technology upgrades and feature enhancements
- Process optimization based on customer input
Staff Development:
- Ongoing technical training and certification
- Customer service skills development
- Industry knowledge updates and best practices
- Cross-training for comprehensive service delivery
10. ESCALATION PROCEDURES
10.1 Internal Escalation Process
Tier 1 Support:
- Initial customer contact and basic issue resolution
- Account management and billing inquiries
- Standard technical support and troubleshooting
- Service activation and configuration assistance
Tier 2 Support:
- Complex technical issues and advanced troubleshooting
- Network and infrastructure problems
- Integration and customization support
- Escalated customer service issues
Management Escalation:
- Unresolved customer satisfaction issues
- Service level agreement violations
- Billing disputes and complex account issues
- Strategic account management and relationship issues
10.2 Executive Escalation
Customer Success Management:
- Dedicated customer success manager assignment
- Executive review of service delivery and satisfaction
- Strategic partnership development and planning
- Custom solution development and implementation
CEO Escalation:
- Final escalation level for unresolved issues
- Personal attention to critical customer relationships
- Company policy exceptions and special arrangements
- Long-term strategic partnership discussions
11. EMERGENCY SUPPORT PROCEDURES
11.1 Emergency Response Protocol
Critical Issue Identification:
- Complete service outages affecting business operations
- 911 emergency service failures or malfunctions
- Security breaches or suspected unauthorized access
- Network infrastructure failures with widespread impact
Emergency Response Team:
- Immediate escalation to senior technical staff
- 24/7 availability for critical issue resolution
- Direct access to network operations center (NOC)
- Coordination with third-party vendors and carriers
11.2 Communication During Emergencies
Customer Notification:
- Immediate acknowledgment of emergency issues
- Regular status updates every 30 minutes during resolution
- Detailed incident reports and post-mortem analysis
- Follow-up to ensure complete satisfaction with resolution
Transparency and Accountability:
- Clear communication about issue scope and impact
- Realistic timelines for resolution and restoration
- Explanation of root causes and prevention measures
- Service credits and compensation when appropriate
12. CUSTOMER FEEDBACK AND SATISFACTION
12.1 Feedback Collection Methods
Regular Surveys:
- Post-interaction satisfaction surveys
- Quarterly comprehensive service reviews
- Annual customer satisfaction and loyalty surveys
- Net Promoter Score (NPS) tracking and analysis
Feedback Channels:
- Direct feedback through support interactions
- Online feedback forms and suggestion boxes
- Customer advisory board participation
- Social media monitoring and response
12.2 Feedback Analysis and Action
Data Analysis:
- Regular analysis of customer feedback trends
- Identification of service improvement opportunities
- Benchmarking against industry standards
- Root cause analysis of satisfaction issues
Action Planning:
- Development of improvement initiatives based on feedback
- Implementation of process and service enhancements
- Communication of improvements to customer base
- Follow-up to measure effectiveness of changes
13. TRAINING AND DEVELOPMENT
13.1 Staff Training Programs
Initial Training:
- Comprehensive product and service knowledge
- Customer service skills and communication techniques
- Technical troubleshooting and problem-solving
- Company policies and procedures
Ongoing Development:
- Regular technical updates and new feature training
- Advanced customer service and relationship management
- Industry certification and professional development
- Cross-functional training for comprehensive service delivery
13.2 Knowledge Management
Documentation and Resources:
- Comprehensive knowledge base and troubleshooting guides
- Regular updates to support procedures and protocols
- Best practice sharing and case study development
- Customer success stories and solution examples
Continuous Learning:
- Regular team meetings and knowledge sharing sessions
- Industry conference participation and learning
- Vendor training and certification programs
- Customer feedback integration into training programs
14. COMPLIANCE AND REGULATORY REQUIREMENTS
14.1 Regulatory Compliance
Telecommunications Regulations:
- CRTC compliance for Canadian telecommunications services
- Emergency services (911) regulatory requirements
- Customer privacy and data protection compliance
- Accessibility and service quality standards
Privacy and Security:
- Personal Information Protection and Electronic Documents Act (PIPEDA) compliance
- Customer data protection and privacy policies
- Security incident reporting and breach notification
- Regular compliance audits and assessments
14.2 Industry Standards
Service Standards:
- Industry best practices for customer service delivery
- Telecommunications service quality standards
- Customer satisfaction benchmarking and improvement
- Professional certification and accreditation maintenance
15. CONTACT INFORMATION
Customer Service:
- Phone: +1 604-635-0700
- Email: support@diytel.ca
- Hours: Monday-Friday, 6:00 AM - 6:00 PM Pacific Time
Technical Support:
- Email: telecom-support@diytel.ca
- Emergency: +1 604-635-0700 (24/7)
Billing and Account Management:
- Email: billing@diytel.ca
- Phone: +1 604-635-0700
Customer Success:
- Email: success@diytel.ca
- Escalations: escalation@diytel.ca
Mailing Address:
DIYTel Customer Service
A-33771 George Ferguson Way, #329
Abbotsford, BC V2S 2M5
Canada
This Customer Service Policy demonstrates DIYTel's commitment to providing exceptional customer service that supports small business success through reliable telecommunications and digital solutions.
