ADVANCED SUPPORT TEAM: PROCESS & COMMITMENTS
What can you expect from us when your query is placed with our advanced support team?
At Modern Group Ltd, we understand how important it is for your query to be handled swiftly and with care. Our Advanced Support Team is dedicated to providing the best possible service every step of the way. Here’s what you can expect when you reach out to us for advanced support:
Our Support Process
1. Acknowledgment
- Once we receive your query, you’ll get an email confirming that it has been sent to our Advanced Support Team for dedicated assistance.
2. Assignment
- Your case is assigned to the most suitable team member, who will take ownership of your issue from start to finish.
3. Investigation
- Our specialist will thoroughly review your query, gather all necessary information, and conduct a detailed investigation to find the best solution.
- We may reach out by email if we need any further details from you.
4. Resolution
- As soon as we have an answer or resolution, we’ll contact you directly with clear next steps and any actions required on your part.
- You’ll receive detailed updates throughout the process so you’re always in the loop.
Communication & Transparency
- All updates and correspondence for advanced support queries are handled exclusively via email. This ensures clarity for you and transparency for our team.
- We ask that you please do not call for updates; handling queries by email allows us to track every detail and provide the best support.
- If you reply to our emails, your message will go straight to your assigned support specialist.
Expected Timeframes
- Most advanced support queries are acknowledged within 24 hours (Monday–Friday).
- Resolution times may vary depending on the complexity, but we aim to respond with a solution or update as swiftly as possible—usually within 1–3 business days.
- If extra time is needed, we’ll always let you know and keep you informed of our progress.
Our Commitments to You
- Dedicated Expert Care: Every query is assigned to a trained professional who will take full responsibility.
- Clear Communication: We provide timely, straightforward updates so you know what’s happening.
- Transparency: We’ll explain our process and any findings in detail.
- Respect for Your Time: We work to resolve your issue as efficiently as possible, and we’ll be honest about timeframes. We aim to close all advance support query within 21 days.
- Ongoing Support: Even after your case is closed, we’re here for further questions or additional help.
If you have any questions or need further assistance at any point, simply reply to your support email—we’re always happy to help.
Thank you for trusting Modern Group Ltd with your enquiry. Your satisfaction is our top priority.