subject: Crystalmedical.co.uk | About Crystal Medical And Telephone Support [print this page] Having just implemented an enterprise wide CRM system to augment the customers experience with Crystal Medical, the company has now engaged a 24/7 specialist customers service company who respond to all voicemail messages within 3 business hours. This demonstrates a commitment to a quality experience across the whole value chain and ensures a total satisfaction experience for the company's many valued customers.
Initial support tickets should be initiated via our online form. Once we have received notification of your support request a trained operative will call you and arrange for either a service visit or a replacement and collection. All service requests will be responded to within a target of 3 hours or an exception raised and a Senior Manager is informed.
Crystal Medical defines a single support incident as an issue that focuses on one aspect of the product, e.g., use of a specific documented feature of the product, or assistance with a specific problem or error message. While this support requirement can involve other parts of your product, addressing other faults may constitute a separate issue and requires an additional support ticket from the specialist responsible for that type of fault or issue. Single support incidents could involve several phone calls, email correspondence or visits. Crystal Medicals support associates are fully authorised to determine what characterises a support issue.
Quality Process
Once an ticket is accepted as being valid within the extent of Technical Support, a resolution of a Technical Support issue will be defined as accomplishing any single one of the following criteria:
Providing an acceptable solution to the issue
Providing a acceptable work-around to the issue
Determination by Crystal Medical that the issue is a product enhancement requirement and escalating the request to Product Management
Escalation of the incident/product defect by Technical Support to the Engineering department for call out or replacement
