Regardless of which product or service you have ordered from us, it is covered under Group CCE’s exclusive Service Quality Guarantee (SQG), which is an assurance to you that you will receive what you have paid for. Below are the specifics of each product area’s SQG:
Editorial Products & Services
Subject to the scope and nature of the original work order, Group CCE will revise the work at no further cost until the client is satisfied that it fulfils the requirement of the work order. In the event that the client feels no satisfaction is forthcoming, Group CCE will refund 50% of the total fees paid to date.
Audio & Video Transcripts
Subject to the scope and nature of the original work order, Group CCE will continue to refine the transcripts until the accuracy level reaches the minimum specified in the work order. In the event that the mutually-agreed accuracy level cannot be reached, Group CCE will either undertake to ‘bump’ the product package up a notch for no extra charge, or refund 50% of the total fees paid to date.
Business Intelligence
Subject to the scope and nature of the original work order, Group CCE will deliver reports and transcripts with all the data and information requested by the client in a timely fashion. If any specific area is lacking, Group CCE will continue data gathering until the lack is addressed. In the event that reports or transcripts cannot be delivered within the timeframe specified, Group CCE will refund 50% of the total fees paid to date.
Computer Configuration & Education
Subject to the scope and nature of the original work order, Group CCE will provide the client an initial diagnostic evaluation, and after substantial work has been completed, all necessary manuals, HOWTO guides and step-by-step troubleshooting instructions and a 1-week warranty on all repairs and fix-ups. In the event that the initial evaluation was incorrect and work cannot be completed, Group CCE will only charge 50% of the fees quoted and initiate a ‘nuke-and-pave’ with full backups on a complimentary basis.
Photography
Subject to the scope and nature of the original work order, Group CCE will fulfil all the client’s request where practicable. In the event that a reasonable request from the client is unable to be fulfilled, Group CCE will refund 25% of the total fees paid to date.
Limitations of Guarantee
The Service Quality Guarantee is a voluntary undertaking and applies to all work that Group CCE has agreed to perform. It is contingent on the client having provided full and accurate details on the scope and nature of the work to the best of the client’s knowledge. Group CCE performs and delivers all work on a ‘best effort’ basis and disclaims any work delay or cancellation due to ‘black swan’ events (e.g. natural disasters, coups, acts of war or terrorism).