We know how important trust is to our customers. Our team focuses on finding ways to enhance performance and ensure the reliability of the system so you can provide the highest level of support.
So that you may sleep at night, our team is dedicated to these priorities:
Reliability
As we continue to grow, we will build infrastructure in advance of the growth, much like adding a new lane to a freeway to accommodate a new suburb. We will continue to make aggressive investments in our systems, process, and infrastructure to drive toward the goal of 100% uptime.
Identify and fix root cause
We're not satisfied putting a temporary bandage on a problem. When something goes awry, we will analyze and take the system apart to fix the root cause and prevent that from happening again.
Reduce recovery time
While our goal is 100% up-time, we know that issues will arise. If and when they do, we have processes and systems in place to reduce downtime.
Communicate with Customers
Desk.com is committed to transparency and displays recent system status on our Trust Center. We also tweet on @desk_ops and have established a support response system based on length and severity of events that may affect our customers.
Our Promises
- Our first responsibility is to our customers. That will never change.
- We'll do what we say we'll do. If we promise something, we'll deliver on it.
- We will confront hard issues in a timely fashion. We'll admit what we don't know, and get the answers.
- We are all accountable for our product, and we guarantee you will be happy with it. If you are not happy, you'll get your money back.
- We will be truthful and transparent, even when it's difficult or inconvenient. No hedging—by commission or omission. The whole truth, even if it's not flattering.
- We will listen to our customers with respect and attention. We will maintain an open dialogue at all times, and will keep you informed to the best of our ability during any operational crisis.
- We will act with integrity and take thoughtful risks on your behalf. We will not make unexpected, disruptive changes that impede your ability to deliver great service and support.
- We will maintain the highest caliber of technological competency.
- Trust is the core of our company, not empty words. We will never stop working to earn it.