Service levels & user satisfaction

  • Service levels

  • Does e-LfH guarantee a certain level of service for its platform?
    • We aim to achieve 100% scheduled uptime with the platform.

      Whenever system maintenance is required, we will give as much warning as possible.

      You can always check the status of the service by visiting www.e-lfh.org.uk/support/servicestatus.

  • Does e-LfH guarantee a certain level of support for the users of its service?
    • The support team has in place a number of service level agreements which set standards for query resolution times.

      The majority of support requests concern password resets, registration enquiries and general support using the systems.

      For these three areas, you should expect your enquiry to be resolved within 7 working hours. The clock on those 7 hours begins when you send in your enquiry. However the clock is stopped at 5pm and resumes at 9am the following morning during a normal working week (Monday to Friday).

      Examples:

      If you send in an enquiry at 9.30am on Friday morning, your enquiry should be resolved by 4.30 on Friday afternoon.

      If you send in an enquiry at 2.15 on Friday afternoon, your enquiry should be resolved by 1.15 on Monday afternoon.

      The quickest way to resolve an enquiry is via this support site.

       

Livechat

We are trialling Live Chat as a new form of support.

The service will be available from:

Monday to Friday
11 am till 1 pm
2 pm till 4 pm

Go to Live Chat
Feedback

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