Customer Care Statement 2025 — Northstar Systems

Our Customer Care Promise

At Northstar Systems, customer care is an operating system, not a department. We commit to fast, accurate, and human support that solves problems the first time and prevents them the next time. Our 2024 performance baseline—CSAT 4.82/5 across 18,436 survey responses, First Contact Resolution (FCR) at 78%, and a median first response of 52 minutes on email—sets the floor, not the ceiling, for 2025. Our target this year: CSAT ≥ 4.85/5, FCR ≥ 82%, and email median first response ≤ 45 minutes.

We guarantee transparency. Every incident is tracked in our public status page (status.northstar.example), and every customer has a clear path to escalation. If we miss a published service level for a paid support plan, we issue service credits automatically once you submit a claim through support.northstar.example within 15 days of the incident.

Contact Channels & Availability

We provide multiple, audited channels so you can reach us the way you prefer. All channels are monitored in real time during published hours, and every interaction receives a ticket number for traceability. Our toll-free line is +1-800-555-0142, our direct line is +1-415-555-0198, SMS text is +1-415-555-0117, and our email is [email protected]. For EU data residency concerns, email [email protected]. The Help Center (support.northstar.example) includes searchable guides, release notes, and live chat.

• Phone (24/7 for P1 incidents on Premier; otherwise 06:00–20:00 PT, Mon–Fri): +1-800-555-0142 or +1-415-555-0198. Average Speed of Answer (ASA) in 2024: 37 seconds; abandonment rate: 2.7%.
• Live Chat (web/app): 07:00–19:00 PT, Mon–Fri; 09:00–15:00 PT, Sat for Premier. Typing latency monitored; agent joins in ≤ 90 seconds 90th percentile.
• Email: [email protected]. Median first response: 52 minutes; 90th percentile: 2 hours. Autoresponder provides ticket number and SLA window.
• Self-service: support.northstar.example (99.95% uptime in 2024). Guides, API docs, and community forums with staff moderation within 4 business hours.
• Postal: Northstar Systems Support, P.O. Box 55521, San Francisco, CA 94104, USA. We acknowledge mailed correspondence within 3 business days of receipt.

Standard Support is included with every subscription. Premier Support—featuring 24/7 P1 handling, quarterly service reviews, and priority routing—is $2,000/month or 15% of your monthly SaaS fee (whichever is greater). A dedicated Technical Account Manager (TAM) is available as an add-on at $3,500/month, including proactive health checks and change advisory participation.

Response & Resolution Time Commitments (SLAs)

We use a four-tier severity model to align urgency and resources. Time-to-first-response is measured from the moment our system timestamps your ticket; resolution clocks pause only when we are awaiting your action or a third-party dependency. All times shown are for Standard Support unless noted; Premier benefits are listed in parentheses.

• Severity P1 (Critical production outage): First response ≤ 30 minutes (≤ 15 minutes Premier); workaround ≤ 4 hours; full resolution ≤ 24 hours. Channel: phone or chat required for fastest handling.
• Severity P2 (Major degradation, high business impact): First response ≤ 1 hour (≤ 30 minutes Premier); workaround ≤ 1 business day; resolution ≤ 3 business days.
• Severity P3 (Functional issue, moderate impact): First response ≤ 4 business hours (≤ 2 hours Premier); resolution ≤ 5 business days.
• Severity P4 (How-to, billing, feature requests): First response ≤ 1 business day (≤ 8 business hours Premier); resolution by agreement or roadmap acknowledgment within 10 business days.

If we miss a response or resolution target on a Premier ticket, you are eligible for a service credit equal to 10% of that month’s support fee per breached milestone, capped at 30% per calendar month. Submit claims via support.northstar.example/claims within 15 days; we process credits within 10 business days, applied to your next invoice.

Coverage, Hours, and Languages

Our core coverage spans 06:00–20:00 Pacific Time (PT), Monday through Friday, excluding U.S. federal holidays for Standard Support. Premier Support includes 24/7 handling for P1 incidents and scheduled change coverage on weekends with 72-hour notice. For product releases and peak seasons (e.g., Black Friday/Cyber Monday), we add surge staffing to maintain SLA adherence.

We offer native support in English, Spanish (ES), French (FR), German (DE), Portuguese—Brazil (PT-BR), and Japanese (JA). Live language coverage windows: EN 24/7 for P1 (Premier), 06:00–20:00 PT otherwise; ES/FR/DE/PT-BR 06:00–14:00 PT; JA 17:00–23:00 PT (next-day follow-up for complex cases). We provide certified translation for other languages within 1 business day.

Escalation, Refunds, and Service Credits

Every ticket has an escalation path: Tier 1 Agent → Senior Specialist → Duty Manager (24/7 for Premier) → Director of Support → VP of Customer Experience. To escalate immediately, reply “ESCALATE” on the ticket or call +1-415-555-0198 and reference your case number. Duty Managers target a callback within 30 minutes for P1/P2 and within 4 business hours for P3/P4.

Billing discrepancies are eligible for correction within 30 days of invoice; pro‑rated subscription refunds are available when requested within 14 days of renewal for annual plans and within 7 days for monthly plans. Service credit terms for SLA misses are published at trust.northstar.example/credits and are separate from uptime SLA credits defined in your Master Subscription Agreement.

Accessibility & Inclusion

Our Help Center and ticket forms conform to WCAG 2.1 AA. We support screen readers (JAWS, NVDA), high contrast themes, keyboard-only navigation, and alt text on all meaningful images. Video guides include captions and transcripts within 72 hours of publication.

We support TTY/TDD via 711 relay and offer Video Relay Service (VRS) appointments upon request with 24-hour notice. On request, we can provide plain-language summaries, dyslexia-friendly PDFs, and large-print invoices (18 pt). For accessibility assistance, email [email protected]; median response is 4 business hours.

Privacy & Security in Support Interactions

We never ask for your password or full payment card PAN in support. Sensitive fields in screenshots and logs can be auto-redacted through our secure upload portal (TLS 1.2+, virus-scanned, AES-256 at rest). Ticket data retention is 24 months by default; call recordings are retained 180 days. Redaction requests are processed within 2 business days.

Northstar maintains SOC 2 Type II (since 2022) and ISO/IEC 27001 certification (since 2023). Our GDPR and CCPA-aligned Data Processing Addendum (DPA) is available at dpa.northstar.example and can be executed electronically. In the event of a security incident impacting your data, we notify your account contacts within 72 hours of confirmation, with rolling updates every 24 hours until closure.

Staffing, Training, and Quality

Our support team is 64 full-time professionals across three regions, with a median tenure of 2.8 years. We maintain a staffing buffer of 18% over forecasted contact volume to keep wait times low during spikes. All agents are product-certified within 60 days of hire and re-certified every 12 months.

Each agent completes a minimum of 40 hours of annual continuing education covering product changes, security hygiene, and accessibility. We run weekly quality calibrations, and 5% of interactions are double-scored. 2024 QA composite score: 93.4/100, with a 2025 target of ≥ 95/100.

Measurement & Continuous Improvement

We publish monthly performance dashboards at trust.northstar.example, including CSAT, NPS, FCR, handle times, backlog, and SLA attainment by severity and channel. Q2 2025 benchmarks: NPS 63, FCR 80%, email median first response 48 minutes, chat ASA 29 seconds, phone ASA 33 seconds, reopened ticket rate 4.1%.

We prioritize root-cause elimination. Every P1/P2 incident receives a blameless postmortem within 5 business days, with corrective actions tracked to completion in our change log. Top 10 recurring drivers are reviewed quarterly with Product and Engineering; in 2024 this removed 32% of repeat contacts in authentication flows.

Feedback and Complaints

You will receive a two-question CSAT survey after resolution; verbatim feedback is reviewed daily by managers. To file a formal complaint, email [email protected] with “Complaint” in the subject; you’ll receive a manager response within 1 business day and a written resolution plan within 5 business days.

For legal notices, write to Northstar Systems Legal, P.O. Box 55521, San Francisco, CA 94104, USA. For urgent issues, call +1-800-555-0142 and reference the legal ticket number in your message. We are committed to fair, prompt remedies and will always explain what happened, what we fixed, and how we will prevent recurrence.

What is an example of a customer service statement?

“I realise that [insert problem] situation is difficult, but let’s try and find a solution.” “I would feel the same in your situation if I had [insert problem], but I will sort this out…” “I’m sorry you are having this problem with your [insert product/ service]. Let’s see what I can do to help the situation.”

What is a positive statement for customer service?

“Thank you for bringing that to our attention. We understand it’s important to you.” Show appreciation to the customer for telling you about an issue you might not have known existed with this classic phrase. It’s a quick and polite way to recognize their efforts and express gratitude for their feedback.

What is an example of a customer service supporting statement?

I am committed to providing a good customer experience and always seek to resolve any issues promptly and effectively. I listen to the customer, check understanding and make sure they feel their issue is being taken seriously.

What is a good verbiage for customer service?

“Thank you for being our customer.” “Thank you for contacting us for help. If this problem arises again, don’t hesitate to reach out to us.” “If you have any further questions and we’re not online, you can always check out our extensive help center.”