Client Technical Support Policy

Purpose 

This policy explains the level of technical support provided to clients using ClickBSL. It ensures clients know how to access help, what is covered, and the boundaries of support included with their subscription. 

Scope 

This policy applies to technical support for: 

- The ClickBSL desktop app. 
- The ClickBSL mobile app (on devices supplied or approved by Positive Signs Ltd). 
- Devices supplied as part of a ClickBSL subscription (e.g., iPhone, iPad, MacBook). 
- Connection and setup for ClickBSL use. 
 
It does not apply to wider workplace IT issues, which may be covered separately as a billable Deaf Tech service. 

Support Provided 

- Initial onboarding and device setup support. 

- Troubleshooting of ClickBSL login, connection, audio, and video issues on both desktop and mobile apps. 

- Assistance with headset setup and app configuration. 

- Resolution of minor technical issues affecting ClickBSL usage. 

- Referral to Deaf Tech or system developers if issues cannot be resolved immediately. 

Exclusions 

- General IT support unrelated to ClickBSL. 

- Installation of third-party workplace software (e.g., Microsoft Office, CRMs). 

- Training on AI tools or external platforms (available separately as a billable service). 

Accessing Support 

- Clients should raise technical issues via the support contact provided at onboarding. 
- Live support is prioritised during working hours to minimise disruption. 
- System-wide outages will be communicated to clients immediately, with updates provided until resolved. 

Response Times 

- Live Calls: Immediate response during sessions. 
- General Issues: Acknowledged within 24 hours, resolved within 3 working days where possible. 
- System Outages: Escalated immediately to developers and updates issued to all clients. 

Client Responsibilities 

- Clients should report issues promptly with as much detail as possible. 

- Clients are responsible for ensuring devices are not misused or tampered with. 

- Clients should follow instructions given by the Deaf Tech team to resolve issues. 

Policy Review 

This policy will be reviewed annually or sooner if technical processes, systems, or client needs change.