Customer Support

Quick Fixes

If a customer issue takes less than 5 minutes to resolve and doesn't require looking up internals or environment settings — just fix it. No need to create an issue.

If it takes longer than 5 minutes, create an issue. Minimum time logged: 1 hour.

Support Flow

1. Email — customers send queries to support@conduction.nl. Create a Jira ticket manually based on the email
2. Slack — right-click a customer message and select "create issue from" to generate a Jira ticket
3. Assign — review the ticket and assign it to the right person
4. Update — keep the customer informed about progress, even if there's no significant update
5. Follow up — after resolution, confirm with the customer that the issue is resolved

Customer Complaints

Complaints go to klachten@conduction.nl. Examples: billing errors, inappropriate employee behavior, quality issues.