When you contact our support team, here's what you can expect from us. This sets out our response times, how we keep you informed, and what to do if we ever fall short.
What we commit to
Our Customer Promise has three parts:
We will respond to your first message within 60 minutes during office hours. Send us a message through the orange button at the bottom right of ClubRight, and someone from the team will get back to you the same working day.
If your query takes longer than 24 hours to resolve, we will keep you updated. You will hear from us on progress through the same chat thread, so you always know where things stand.
For complex technical fixes, we cannot guarantee a specific resolution time. Some issues, particularly those involving third-party integrations, need investigation and development work. We will be transparent about what is involved and update you as we make progress.
Our aim is to resolve most queries within 24 hours. Where that is not possible, you will hear from us before the 24 hours are up.
Support hours
Our Customer Success Team is available through the orange button at these times:
Weekdays: 9.00am to 5.00pm
Messages received after 4:30pm will be answered the next working day
We are closed at weekends, bank holidays, Christmas, and Easter
Outside of support hours
Although the team is not available outside office hours, our systems are monitored around the clock to keep ClubRight online and accessible.
If we don't meet this promise
If you are unhappy with the service you have received, please let us know. Our complaints process is set out in the ClubRight complaints handling policy.