EU Client Care Problem Support and Escalation Process
The NAVEX Global Client Resource Center at support.navexglobal.com and our team of Client Care Specialists is available for your designated Administrator(s) for questions and ongoing support matters. The Client Resource Center provides access to resources for answering frequently asked questions, to search our knowledge base, to view training videos, and submit support requests.
Should the Client have problems which need to be addressed, NAVEX Global service levels related to problem response are as follows:
1. Client Care Specialists are available by submitting a support request on our Client Resource Center at support.navexglobal.com, by email, or by phone during normal business hours:
| ||UK Time|
|AlertLine/IntegriLink Case Management Client Care||9:00 AM – 6:00 PM|
|EthicsPoint Case Management Client Care||9:00 AM – 6:00 PM|
|Online Training (LMS and Courseware) Client Care||9:00 AM – 6:00 PM|
|PolicyTech Policy Management Client Care||9:00 AM – 6:00 PM|
|Third Party Risk Management Client Care||9:00 AM – 6:00 PM|
2. Clients may reach the Client Care team via online support request submission, email, or phone to communicate any questions, issues, or concerns:
3. The Client Care team will respond to Client requests within two business days. Responses will be made through the online support requests, email, or phone with answers to specific questions or to provide additional information related to the timeframe within which they will provide subsequent follow-up or resolution to the problem.
Manager of Services
4. Should the Client feel their request has not been cared for in an appropriate and timely manner, they may contact:
Sr. Manager of Client Care Excellence
Vice President of Client Care