Services > Service Response Time

Our guaranteed response time on a national basis is within 2 hours. Our current average response time in Albury Wodonga at present is actually 2.2 hours

Action: Bermel Account Manager notified of problem
Deadline: Within 2 hours

Action: Acknowledgment of the complaint to customers
Deadline: Within 24 hrs of receiving the complaint

Action: Response to customer with proposed solution
Deadline: Within 2 working days from receipt of complaint

Action: Resolution of complaint with customer confirmation
Deadline: Within 16 working days from the receipt of complaint

Action: Confirmation of customer satisfaction
Deadline: Within 14 days from resolution

Action: Implement Corrective Action Plan
Deadline: Within 30 days of resolution

Action: Evaluate the effectiveness of corrective action
Deadline: Within 90 days from resolution

Incident and Service Request Management
Problem Management
Service Response Time

Restricted to Bermel clients only.

The interface between Bermel and PaperCut is available for all card technologies supplied by Bermel...

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