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Support
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Support Procedure
We have a very clearly defined support procedure. We pride ourselves on offering timely and accurate solutions to any query you may have.
We monitor WhatsApp and are available during normal working to respond to enquiries about how to get the best out of any RuleWise product.
Initial Contact – within 4 hours
Customers are invited to first contact RuleWise Ltd’s customer support team via email. Please send your queries or issues to support@rulewise.net. This ensures that all communications are documented and can be efficiently tracked.
First Escalation
In the unlikely event that the issue cannot be resolved by the support team within 4 hours, it will be escalated to the first level manager. This can be done either via email to support@rulewise.net or by phone to 073 8811 8811. Please mention ‘First Level Escalation’ in your communication for prompt attention.
Second Escalation
If after a further 4 hours the issue is still not resolved satisfactorily, it can be escalated to the company’s executives. Customers can send a direct email to the Chief Relations Officer, Mort Mirghavameddin, at mort@rulewise.net, detailing the issue and previous escalation steps. For technical issues our R&D team will become involved until the issue is resolved.
Suggestions
We are delighted to receive suggestions for adding new features or enhancing any RuleWise product. Every suggestion is assessed by our executives and our product development team. Some suggestions are implemented and become part of our product offering, other suggestions are implemented specifically for the customer that requested the feature.
