Support
MFC Safe
1. Purpose This Support Policy outlines the scope, channels, severity classifications, and response expectations for technical and operational support provided by MFC Safe. The goal is to ensure clients receive consistent, transparent, and timely assistance with their inquiries or issues.
2. Support Hours Standard support is available during Australian business hours:
Monday to Friday
9:00 AM to 5:00 PM AEST (excluding Australian national public holidays)
After-hours and weekend support may be arranged in advance as part of premium or enterprise support agreements.
3. Support Channels Clients can contact MFC Safe via the following official support channels:
Email: support@mfcsafe.com
Phone (Direct Call): (assigned per project/contract)
WhatsApp Support: Available during business hours for priority contacts
Online Ticketing System: Accessible via the MFC Safe portal
All tickets raised via email, WhatsApp, or phone will be logged into the ticketing system for tracking and resolution.
4. Escalation Protocol If a support case remains unresolved beyond its target response window, clients may escalate the issue by:
Indicating urgency in the original ticket
Contacting their MFC Safe account manager
Escalating via phone for critical issues
Escalations are handled by the Support Lead and Operations Manager and reviewed in daily support briefings.
5. Support Responsibilities
MFC Safe is responsible for providing support for the Didge platform, temperature monitoring systems, and associated integrations.
Clients are expected to provide relevant logs, photos, device IDs, and context for more efficient troubleshooting.
6. Policy Review This policy is reviewed annually or upon the release of major updates to services and platforms.
Effective Date: 02 April 2025 Policy Owner: Head of Client Services, MFC Safe
Last updated
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