Support Policy

At Compera, supporting our customers is a top priority, and we are committed to providing the highest level of service. We strive to deliver efficient and effective support, in line with our established guidelines.

Support Channels and Availability:

To ensure convenience and accessibility, we offer two primary channels for customer support:

  • Live Chat: Accessible through our website.
  • Contact Form: Available on our website.

Our support team operates Monday through Friday, from 08:00 AM to 05:00 PM (UTC/GMT+2). We aim to respond within 2-3 business days, though response times may vary depending on ticket volume and the complexity of the inquiry. All requests are addressed in the order they are received.

Resources and Tools:

Before reaching out for assistance, we highly recommend reviewing our documentation, where many common support inquiries and technical questions are addressed.

What We Can Assist With:

  • Technical issues related to our platform.
  • Custom integrations for customers with custom plans.
  • Bug reporting.

What We Cannot Assist With:

  • Collecting input from users’ end.
  • Account Creation: While we can provide guidance, customers must complete the account creation process on their own.
  • Report Completion: We can offer guidance, but customers are responsible for completing reports by entering the necessary data themselves.

Customer Service Principles

Our customer service is guided by these core values:

  • Customer-Centricity: We prioritize customer needs.
  • Timeliness: We respond promptly.
  • Professionalism: We interact with courtesy and respect.
  • Accuracy: We provide reliable information.
  • Understanding: We address concerns with empathy.

Compliance

We prioritize compliance with laws, regulations, and industry standards to maintain customer trust. Our team adheres to key regulations such as:

  • Data protection laws: We take the security of your data seriously.
  • Consumer protection laws: We ensure fair business practices that respect customer rights.
  • Industry standards: We incorporate best practices to maintain professionalism and integrity.

Regular training ensures all team members understand their responsibilities.

Feedback and Complaints:

We welcome and appreciate your feedback, as it helps us improve our services. While our goal is to exceed your expectations, we understand that concerns may arise. All complaints will be investigated thoroughly, resolved and used to enhance our service standards.

To submit feedback or a complaint, please provide a detailed summary of your concerns in writing, either via email or to our office at:

Compera AS
post@compera.no
Byfjordparken 15
4007 Stavanger
Norway

All concerns will be directed to the appropriate individual or department, and we will acknowledge receipt within one business day. A thorough investigation will follow, and we will discuss the resolution with you to ensure complete satisfaction.

Thank you for choosing Compera. We are here to support you.