What is the turnaround time for the response to my ticket raised in the support centre?

What is the turnaround time for the response to my ticket raised in the support centre?

At CHRMP, we value your time and strive to provide you with exceptional customer support. We understand that when you raise a ticket in our support center, you expect a prompt response to resolve your queries or concerns. To ensure efficient assistance, we have implemented a standard turnaround time for responding to support tickets. This article will outline the expected response time for your ticket and the steps you can take to expedite the resolution process.

Response Time: The average response time for support tickets at CHRMP is 24 working hours from the moment you submit your ticket. We define working hours as Monday to Friday, 9:00 AM to 6:00 PM (local time). Please note that weekends and public holidays are not considered working hours. We are committed to addressing your concerns as quickly as possible within this timeframe.

Expedited Resolution: While we strive to meet our standard response time consistently, we understand that some queries or issues may require urgent attention. Here are a few tips to expedite the resolution process:

Provide detailed information:
When submitting your ticket, ensure you provide a clear and concise description of your issue or query. Include any relevant details, such as error messages, steps to reproduce the problem, or screenshots. The more information you provide upfront, the faster we can understand and address your concern.

Choose the appropriate category:
Selecting the correct category for your ticket helps us route it to the right department or team. This ensures that the relevant experts are assigned to handle your request promptly.

Follow up responsibly
If you haven't received a response within the expected timeframe, you can follow up on your ticket. Simply reply to the automated ticket acknowledgment email, and our support team will be notified of your follow-up. Please avoid creating duplicate tickets, as this may cause delays in resolving your issue.

Utilize self-help resources:
​Before reaching out to our support center, we encourage you to explore our knowledge base or FAQs. Many common questions and issues have already been addressed there, saving you time and providing instant solutions.

At CHRMP, we understand the importance of timely support. Our dedicated team is committed to providing you with quality assistance within 24 working hours of raising a support ticket. By following the suggestions mentioned above and providing comprehensive details, you can help us expedite the resolution process further. We value your feedback and continuously strive to improve our support services to meet your expectations.

Should you have any further questions or require additional assistance, feel free to reach out to our support center. We are here to help you throughout your journey with CHRMP.