Ongoing Support

The delivery of ongoing service quality to our clients is a major focus of CommSecure. We are constantly evaluating and improving in this area.

We understand that your Electronic Bill Presentment and Payment (EBPP) solution needs are vital to your organization. Our Help Desk service is available from 9am - 5.30pm each business day, and support processes ensure that the effect of any technical issues or faults on your business productivity is minimal.

If a problem arises, we will take responsibility for fixing it, and escalate the issue until it is resolved.

Feedback

Client feedback is an integral part of the process of ongoing development and improvement. CommSecure values client feedback and encourages all clients to actively engage in communicating their suggestions, complaints and positive feedback.

If we fail to meet your expectations in any way or you would like to share your CommSecure business experience, we welcome the opportunity to hear from you.

Client Notification of Service Maintenance and Outages

We understand the importance of informing our clients of all scheduled and unscheduled maintenance or outages that affect CommSecure services. Any scheduled maintenance will normally be conducted between 4am and 6am on Mondays. Our Operations Team will notify you by email 5 days in advance of any scheduled outage.

For unscheduled outages we will email you as soon as we are aware, and again, once the outage is over. We will also provide updates every 2 hours unless a completion time has already been provided.

CommSecure Operations Team provides 24 x 7 system monitoring and management.