Kitman Labs strives for excellence and professionalism in providing customer service to all our users.

To accomplish this mission, we agree upon these values:

• Anticipating the needs of our users and planning accordingly
• Responding in a prompt and effective manner to our users issues.
• Greeting our users promptly and respectfully
• Listening carefully and giving full consideration to the requests and concerns of our users
• Communicating honestly, courteously and knowledgeably
• Providing follow-through for our users promptly, responsibly and efficiently

It is Kitman Labs policy and responsibility to provide excellent service to our users.

The purpose of this policy is to establish uniform standards and procedures for responding to user questions, complaints or feedback, thus making sure those responses are timely and that issues do not “fall through the cracks.”

Communication with users comes to Kitman Labs in many ways. This policy outlines a procedure for responding to complaints, requests for service and questions that come to Kitman Labs through a customer visit, call, Intercom or email. Each department in Kitman Labs are expected to use similar standards and procedures for responding to and dealing with complaints, requests and questions that come from their interactions, either directly or indirectly, with our users.

Response Standards

When possible, complaints, questions and requests for service should be resolved in “real time” on the same day they arrive. However, in many instances, referral and follow-up are necessary in order to fully understand and resolve the issue. In such instances, the following standards for acknowledgement and resolution should be followed.

Acknowledgement

• All complaints, questions and requests for service received via Intercom should be acknowledged within two hours.
• This acknowledgement should note the person to whom the issue has been referred and when the customer can expect a response.
• If the customer feedback is delivered by phone or in person, this acknowledgement should be given verbally during the call or visit.
• If the customer feedback is delivered by e-mail, the acknowledgement should be given by e- mail within one business day.

Resolution

• A substantive response should be provided within seven business days.
• This response should include Kitman Labs analysis of the issue and the proposed resolution. Clear reasons should be given if it is not possible for Kitman Labs to accommodate the customer’s request.
• If a resolution is not possible within seven business days, the customer should be notified and given the date by which they can expect a resolution.
• The resolution can be communicated to the customer verbally, by e-mail or Intercom, depending on the communication method most appropriate to the situation.
• Irrespective of the method of communication chosen to communication the resolution initially to the customer, the issue should be resolved and responded to in Intercom if it remains an active conversation.

Response Procedure

Calls/ Onsites/ Customer Visits to the Kitman Labs Office

• When a customer calls or visits the Kitman Labs Office or if a member of Kitman Staff during an onsite receives a complaint, question, or request for service, the issue should be resolved immediately, if possible, by the staff member or by referral to the appropriate department.
• If immediate resolution is not possible, the Kitman Labs staff will take down the necessary information and let the customer know when and from whom he or she can expect a response.
• The department receiving the referral is responsible for resolving the issue per the above standards.

Intercoms or E-mails

• When customers send an Intercom to Kitman Labs with complaints, questions, and requests for service, Kitman Labs will send an acknowledgment within two hours.
• When customers send an E-mail to Kitman Labs with complaints, questions, and requests for service, Kitman Labs will send an acknowledgment e-mail within one business day.
• If Kitman Labs is able to answer the question or resolve the issue right away without referral, it will do so and let the customer know. In such instances, a separate acknowledgement is not necessary.
• Also within the first business day, the Kitman Labs member of staff dealing with the issue will forward the issue to the appropriate department for response, noting the expected resolution date.
• The department receiving the referral is responsible for resolving the issue per the above standards.