The support service is intended for organisations that already have internal competence and need a prompt, qualified answer to a concrete question, without commissioning a project.
Scope of support
Questions of interpretation
A reasoned answer to a concrete question on how the rule applies to a real situation, citing the article and the reasoning.
Document review
Review of customer service scripts, internal policies, contractual clauses and tender specifications, in the part concerning customer service.
Responses to authorities
Assistance in preparing responses to requests for information from regulators and supervisory authorities.
Escalated complaints
Analysis of complaints escalated to an external body and preparation of the organisation’s position.
Engagement models
| Model | Description | Suited to |
|---|---|---|
| Single enquiry | One question, one reasoned written answer | Organisations with an isolated question |
| Hour pool | A contracted volume of hours, drawn down as needed, with no fixed expiry | Organisations with recurring questions |
| Retainer | Continuous availability, with regulatory monitoring and proactive alerts on changes | Organisations with a structured operation and regular exposure |
Single enquiry: three working days. Hour pool and retainer: twenty-four working hours for questions of interpretation and forty-eight for document review. [Indicative times, to be set by contract.]
Ask a question
Describe the concrete situation. Well-defined questions get faster and more useful answers.