To provide a consistent level of service our Customer Service team uses a TICKET-based system to allocate inbound requests from customers to the most appropriate person or team to deliver the best service possible.
What creates a TICKET?
Any inbound inquiry from a customer will create a TICKET. The ticket will be allocated automatically to either:
- Your named Account Manager
- Another Account Manager if your normal contact is on holiday or out of the office
- Our Inside Sales Team if you do not yet have an account with Silmid.com
How are TICKETS prioritised?
All TICKETS are managed on a "First In" basis and this ensures that all customers are treated fairly and equally by the Customer Service Team
My request is urgent can I have priority?
For our customers, every request is usually urgent so the "First in" model will apply. If there is a genuine AOG requirement then we can prioritise once the AOG FEE has been added to your order.
We aim to respond to all inbound tickets within 48 working hours. Our team is constantly working to improve and reduce response and resolution time.
AOG (Aircraft on Ground): Ensure you provide the "Tail Number" of the aircraft with your request.
How quickly are TICKETS dealt with?
We aim to respond to all inbound tickets within 48 working hours. Our team is constantly working to improve and reduce response and resolution time.
Resolution times can vary based on the complexity of the query, our Customer Service Team is always working to keep the resolution time as short as possible.
Response Time: We acknowledge receipt of every ticket and aim to respond in 24 hours
What can I do to have my TICKET processed more quickly?
In the first instance, many of the issues can be answered by reviewing information on our website. Once logged in you can review additional information via the "My Account" section.
Tip: A great way of speeding up the response to order queries is to include the Silmid Order Reference in your request.