Support Response Times and Service Levels
We aim to deliver the highest quality service in the quickest time possible to all Website Care Plan clients.
Here’s what you can expect from us:
A response to your request put through the Priority Helpdesk (anorakcathelp.co.uk) within 3 working days.
To prioritise your requests over non-Website Care Plan clients.
To prioritise requests marked as ‘URGENT’ via the Helpdesk.
To complete requested work in a professional and timely manner and maintain the confidentiality of anything you give us.
To provide free fixes to problems that were not caused by you. Your Website Care Plan does not cover you for fixes that were caused by you or third parties that you have instructed to make changes.
If a request is chargeable, we’ll let you know before carrying out the work.
If you need to speak to Rich directly, book a call into his diary via https://anorakcat.as.me/client-call
Full details of what is included in your Website Care Plan can be found either in your Website Care Plan contract or you see an overview here: www.websitecare.co.uk
Here’s what we need from you to deliver this:
All requests should come through your Priority Helpdesk (anorakcathelp.co.uk). This is the quickest way to receive a response. If you send a direct email, or leave a voicemail, we cannot be sure that this will get seen within 3 working days.
Please give as much detail as possible in your request.If we require clarity on your request, the quicker you reply the quicker we can get going to meet your needs.
Keeping up with your monthly Website Care Plan payment. You can cancel at anytime and your last payment covers you for the month ahead. Please let us know if you would like to end your plan. We will always be happy to assist with the transfer to another Care Plan provider.