Support Policies

Dum & Co has been operating from 2004. During that time, we have gained a reputation for quality, reliability and customer service. We are committed to acting honestly and transparently to ensure your needs are met. We value feedback and actively engage our customers to communicate their suggestions and complaints.

Customer Support

  • Customer Support Availability and Response
  • 24 to 48 hour response time for support tickets depending on the level of technical assistance required by the customer
  • 2 business days for Billing/Cancelation tickets
  • New services to be provisioned within 5 business days provided payment requirements have been fulfilled

Customer Notification of Service Maintenance and Outages

We understand the importance of informing customers of all scheduled and unscheduled maintenance or outages that affect Dum & Co services. Following are our performance objectives:
  • Provide all customers a minimum of 5 business days notice for any scheduled network maintenance that may impact their service
  • Update the MyAccount Announcements within 1 hour of any unscheduled maintenance or outage
  • Provide immediate notification via customers MyAccount on changes to any Dum & Co policies that may affect customer services

Complaint Resolution

At Dum & Co Team members are encouraged to handle customer complaints to the best of their ability. We request that all complaints submitted through our support area. In cases where complaints need to be escalated, we have developed a Complaints Resolution Process which can be found in this document. Following are our performance objectives:
  • 2 business days response time for all ticket and email complaints
  • 5 business days response time for all postal or fax complaints

Dum & Co Services

Servers and Networks Performance Objectives:
  • Maintain 99.99% service availability across all servers and networks within 12 month timeframe
  • Regular review of security policies and practices

Dum & Co Complaint Resolution Process

We believe Customer Service is an attitude and not a department
  • Team Members All Dum & Co staff are encouraged to handle customer complaints. We believe that the most efficient means of handling customer dissatisfaction is to resolve disputes at the first point of contact.
 
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