Customer Service Standards Policy

The NPC (NPC DataGuard, a division of Compugen Inc.) Customer Service Standards (CSS) are levels of service that we strive to provide under normal circumstances when you contact us.

When you contact us by telephone:

• Calls will be answered during business hours (9:00 a.m.-5:00 p.m.) unless received through a call centre or directed to voice mail
• Calls received through a call centre will be answered within two minutes unless otherwise communicated
• Voice mail messages will be returned within two business days (48 hours)

When you visit our in-person offices:

• Business hours will be 9:00 a.m. to 5:30 p.m. from Monday to Friday (except statutory holidays) unless otherwise posted

When you write to us by e-mail or contact us online:

• Messages that require a response will be acknowledged and answered within two business days (48 hours)
• If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within two business days (48 hours)

When you write to us by mail or fax:

• Letters by mail or fax that require a response will be answered within 10 business days
• If a conclusive response is not possible, an interim response along with an estimated date for a complete response will be provided within 10 business days