Partnering » Reseller Service Charter

The oobu Reseller Service Charter

At oobu we are committed to a high quality, personally delivered, customer service and we believe in the highest standards of customer care.

Our resellers should be free to concentrate on their business, so our services should operate seamlessly, and if our resellers do need help, we will be very easy to deal with.

Our approach

We are committed to:

  • Being polite and helpful
  • Giving plain-speaking practical advice
  • Explaining our actions and decisions clearly
  • Getting it right first time
  • Continually seek to improve the service we provide
  • Never promising what we can’t deliver

oobu ethos

We believe in:

  • Working with you to enable you to make a profit, and deliver better support to your clients
  • Delivering the best value for money and fitness for purpose thereby providing what you need—at a fair price
  • Delivering very high levels of support - so your engineers can resolve any issues quickly
  • Providing as near to an uninterrupted service as we can (99.999% availability)
  • Completing orders promptly, efficiently and to the agreed schedule
  • Keeping you informed on the progress of your order or the delivery of your service or project

Support

We will strive to:

  • Answer calls promptly and personally and to pass your call directly to an engineer, in normal office hours—if an engineer is not immediately available, your call will be logged and one will return your call as soon as possible
  • Respond to queries and problems as soon as possible
  • If possible to resolve problems on the first call or communication, either by telephone or on-line
  • To walk you through any major restores
  • Keep you informed on the status of your problem and the likely timescale for its resolution