Currently (and historically), the HEAT Central Team has communicated directly with members at all stages of issue management, from acknowledging receipt of an issue to checking with the member that they are entirely happy with the solution. This has meant that all communications are bespoke and there has been almost no use of email templates and certainly no auto-responses. Of course whilst this is something that is feasible with a small membership, the ongoing HEAT expansion (with many new members joining the service) has meant that some slight changes will need to be made to ensure that we are being as efficient as possible and maintaining the consistently high level of customer service that our members rightly expect.
Consequently, as of the 1st of May 2015, we will be introducing our ‘first-response template’ (see image above).This will be sent to all members who contact our support email (firstname.lastname@example.org) to notify them that we have received and begun processing their issue.
This is not an auto-reply system, but rather a template, sent manually by a member of the Central Team after they have marked your email within the issue-management system. Following this email, the next communication should be a direct response to your issue. Our current response targets are:
- General problems using the database or questions regarding wider issues: 1-2 working days
- Critical database bugs (system crashes, etc.): 1-2 working days
- Non-critical bugs: up to 1 month
- Requests for enhancements/changes to the database: times vary significantly depending on the details