CLIENT CHARTER
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SYNC DIGITAL:<br />
LAUNCH<br />
We are builders. Makers. Movers<br />
& shakers. Unique Creative<br />
Simplicity.<br />
A Digital Agency
<strong>CLIENT</strong> <strong>CHARTER</strong><br />
This is an outline of what you can expect as our<br />
client. It's also a benchmark against which we<br />
measure our service to you.
SUPPORT<br />
You’re probably a busy person with a lot on your mind. We understand a high pressure<br />
workload, so we will work around you. We get to know our clients well and usually work as<br />
extensions of their team, helping them to reduce their workload and focus on the really<br />
important stuff, like an ideal family would. (We may have pushed the whole home and family<br />
analogy a bit too far already, but we really do take it quite seriously.)<br />
If you decide that working with us is the right thing, we will collaborate with you over time to<br />
proactively improve the products and services we have created for you, ensuring their<br />
design, user experience and security continue to save you time and money and increase<br />
your revenue in the long term.<br />
Below is an outline of what you can expect as our client. It is also a benchmark against which<br />
we will measure our service to you.
SUPPORT<br />
WE WILL SUPPORT YOUR NEEDS NOW AND IN THE FUTURE<br />
We will ensure that our solutions and services are always adapting and evolving to meet the<br />
needs of your business as it evolves and grows. Skilled, knowledgeable Client Services and<br />
Account Management staff back our technologies. You can rely on the support of a whole<br />
team of specialists when you need it - whether it’s for the day-to-day running of your solution<br />
or for planning its future role in your organisation. We will not only get you to where you need<br />
to be now, but also provide long term support and focus on long term success.
CHOICES<br />
WE WILL PROVIDE YOU WITH CHOICE<br />
We understand that providing effective digital solutions and ongoing service is not a case of<br />
‘one size fits all’. We will help you select from a range of systems and services to enhance,<br />
support and streamline the methods and processes that are central to the way your business<br />
operates.
COMMUNICATION<br />
Communication is paramount to our service levels. We will answer your calls and respond to<br />
written queries promptly during our normal business hours. We will always do our best to<br />
resolve any queries directly and if we need more time to solve an issue, we will ensure you<br />
are kept up to date until the query is resolved to your satisfaction. If the appropriate contact is<br />
not available to respond to your request it will always get picked up by our team. We will<br />
always aim to resolve queries within 48 hours and keep you updated during that time. Our<br />
communication with you will be clear, helpful and concise.<br />
If you are dissatisfied with our service or believe we need to apply some improvements, we<br />
always appreciate your comments and feedback. We will record, consider and respond to<br />
your comments as part of our continuous service improvement programmes.
ACCOUNT MANAGEMENT<br />
PROACTIVE ACCOUNT MANAGEMENT<br />
We will be accessible, proactive and supportive. We will aim to support you with regular<br />
communication, including face to face meetings and calls, whilst always understanding your<br />
schedule. We will conduct regular reviews of our service levels, digital solutions and KPIs for<br />
you, and will provide reports based on your frequency requirements.
TECHNICAL AND SECURITY<br />
TECHNICAL AND SECURITY RESPONSIBILITIES<br />
We will always agree a level of service regarding technical service levels with you and will<br />
always tailor these to you. We comply with ISO 27001 security standards, and will always<br />
use these as a baseline level of security in working with you and your products.
PRIVACY<br />
PRIVACY OF YOUR DATA<br />
We will ensure we handle your business information and data with due care and in strict<br />
accordance with our Data Handling Policy and the Data Protection Act. Your contact details<br />
will only be for privileged and restricted use and will not be used unrelated marketing<br />
communications.
RESPONSIBILITIES<br />
ETHICAL RESPONSIBILITY<br />
Whenever possible, we will endeavour to work in accordance with sound ethical principles,<br />
including social and environmental responsibility, and our aim is to evolve this over time. We<br />
will strive to reduce our business footprint wherever possible as our business grows.
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