Our Process
Support Ticket Management
Our efficient ticketing system ensures that every request is logged, tracked, and resolved promptly, providing you with real-time updates and seamless communication.
How to Submit a Support Ticket
✅ All customer support inquiries must be submitted through the appropriate channels (phone, email, online portal).
✅ Once a support request is received, a support ticket will be created. Customers will receive a unique ticket number for tracking.
✅ The status of each ticket will be updated regularly via email or the support portal, and customers can contact support at any time for updates.
Customer Expectations
To ensure a smooth and efficient support experience, customers are expected to provide accurate information, maintain professionalism in interactions, and use support services responsibly.
✅ Customers should ensure that all necessary details, such as system specifications, issue descriptions, and previous troubleshooting steps, are included when submitting a support request.
✅ Customers are expected to provide all relevant information when submitting a support request, including error messages, screenshots, system logs, and steps to reproduce the issue (if applicable).
✅ Customers should be respectful and professional when interacting with support staff.
✅ Any misuse of support services, including abusive language or fraudulent requests, may result in suspension of support services.
Customer Satisfaction
At Mujram Nigeria Ltd, our goal is to provide exceptional support that exceeds customer expectations. After every interaction, we encourage customers to share their feedback through a satisfaction survey.
✅ Your Feedback Matters – We carefully review every response to enhance our support processes and ensure a seamless customer experience.
✅ Commitment to Excellence – By analyzing feedback trends, we identify areas for improvement, implement best practices, and continually refine our services.
✅ Customer-Centric Approach – We believe in listening, learning, and adapting to serve you better every time you reach out for support.
Escalation Process
To ensure a smooth and efficient support experience, customers are expected to provide accurate information, maintain professionalism in interactions, and use support services responsibly.
✅ The issue will be re-evaluated by a senior support representative who will conduct a deeper investigation and provide an updated resolution plan.
Customers will receive timely updates on the progress of their case.
✅If the issue remains unresolved, it will be escalated to the department manager or team lead for a more detailed investigation.
Additional resources may be allocated to ensure a thorough resolution.
✅ Our team will continue working on the issue until a satisfactory solution is reached.
Customers will be provided with a summary of findings and solutions to prevent similar issues in the future.
If necessary, additional recommendations or preventive measures will be shared.
Service Level Agreements (SLAs)
Our Reliable Support
Response & Resolution Times
Priority Level |
Response Time |
Resolution Time |
|---|---|---|
|
Critical Issues (System outage, data loss) |
1 hour |
4 hours |
|
High Priority (Severe functionality issues) |
4 hours |
1 business day |
|
Medium Priority (Minor bugs, non-urgent inquiries) |
1 business day |
3 business days |
|
Low Priority (General inquiries, feature requests) |
2 business days |
5 business days |