Vision

As one of our top missions, we strive to provide top-quality customer service support for the Test Urbis platform. Our company – Arnia Software, has a zero-tolerance policy for poor customer service.

In our role, as the platform operator, we are responsible for:

• Ensuring that the platform works as expected.
• Ensuring that all issues encountered and reported are addressed as soon as possible.
• Arbitrating any misunderstandings between the customer and the QA/Test team.
• Responding as quickly as possible to the customer inquiries/questions/demands.
• Managing the QA/Test team resources assigned to work on the customer requests.
• Keeping platform data up to date, in regard to the QA/Test activities performed.
• Keeping data secure; ensuring platform high-availability.
• Implementing applicable standards, such as GDPR data policies.

General practices

To meet the aims and objectives of the customer service policy, our customer service representatives need to adhere to certain practices. When working for us, they must at all times:

• Remain professional at all times.
• Be polite and patient with customers.
• Listen to customers carefully.
• Take the time to understand customer inquiries.
• Keep updated on product knowledge.
• Follow up with customers after they have made a purchase or used the service.
• Provide accurate information.
• Make sure that customers are satisfied with the service provided before ending interactions with them.

Handling customer inquiries

When someone reaches out to the service team, the customer service representative will:

• Acknowledge the inquiry within 2 business days.
• Respond to the inquiry within 3 business days.
• Provide accurate and up-to-date information about the product or service in question.
• Take the necessary steps to resolve any issues relating to our platform.

Escalating issues

If an inquiry is made about a problem that cannot be resolved by the customer service representative, the customer service representative who is responsible for handling it will escalate it to a manager.

Receiving complaints about the customer service

If someone has a complaint about the level of customer service provided, they can contact us about it.

Regarding the platform’s future evolution, we commit and take responsibility in continuously improving Test Urbis, by listening to your feedback and your needs.
Customer service is important to us, and we want to make sure that we are providing the best possible service. If you have any internal suggestions on how we can improve our customer service, please share them with us.

To find out more about, to send us your questions and to get in touch with our team please contact us. Thank you for your cooperation!