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Customer Service Level Policy

We are committed to providing a high-quality service to all our clients.

Here is how we try our best to do this:

  • We always try to acknowledge receipt of emails and tickets within 1 working day.
  • We always try to close tickets within 1 working day where possible.
  • We always try to answer or return telephone calls promptly.
  • Our team is fanatical about their roles and always tries to provide the best possible individual service and support.
  • We review our support stats regularly to ensure that we are operating efficiently and are trying our very best to provide a high-quality service to our customers.
  • We respect our customers and appreciate the trust that they place in us and the business they place with us.

Our office hours are: 9am – 5pm GMT Monday to Friday and often longer hours depending on staff availability.

Our Online Helpdesk is available 24x7x365 at: https://decafy.com/support/.

For further information, you should contact our Customer Services on 0800 151 0080 or at support@decafy.com.

ADDENDUM – “In The Event of Zombie Apocalypse”: In the event that the dead should reanimate and attempt to take over the world, we reserve the right to be wholly unavailable… we will be out fighting the zombie hordes. However, be rest assured, once we have won the battle against the evil dead, we will be back at our desks, ready, willing and waiting for your calls, emails and support tickets. This policy also applies broadly to any evil entity that desires world domination or control of the good people who live in it.