Customer Support Services

February 2021 update

8th March 2021

At Datel, our team of over 50 Sage accredited professionals work to consistently deliver and exceed our service level agreements. We take pride in the continuous improvement of our customer care, and as such all of our customers are invited to provide feedback for all tickets closed. 

Datel's average customer satisfaction score is calculated for the previous 30 days is an average of four key areas of feedback: Initial response, technical knowledge, update frequency and closure feedback.

You can view all live support feedback here, and take a look at our February round-up below. 

• Initial response time to tickets logged

- 59.8% within 10 minutes

- 26.5% between 10 and 30 minutes

- 13.3% between 30 minutes and 2 hours

- 0.4% over 2 hours

• Average customer satisfaction score

- 98%

• Tickets opened vs closed

- 3,558 tickets opened

- 3,577 tickets closed

• Customer feedback

"Debbie is extremely knowledgeable and always able to assist quickly. Great asset to your team."

- Support Customer 19/02/2021

"Speedy reply, awesome knowledge, knew exactly what was causing the problem, what to do and where to go to fix this. Thank you so much Lesley, if I could give you kudos I would! Certainly saved the day."

- Support Customer 10/01/2021

"Kathleen was brilliant, super quick response and sorted within 5 minutes."

For more information, check out Sage Support from Datel or take a look at the latest feedback from our customers, updated every 15 minutes.