POL-COM-004
Customer support, communications, and urgent requests
LBS targets an initial response within two business days for normal requests properly received through official channels. The response may be a receipt confirmation, a request for documents, an initial assessment, or a quote. It does not mean the work will be finished within two days.
- Document
- POL-COM-004
- Version
- 1.0
- Status
- In force
- Effective
- October 1, 2026
- Updated
- October 20, 2026
- Category
- General & payments
1. First-response time
LBS targets an initial response within two business days for normal requests properly received through official channels. The response may be a receipt confirmation, a request for documents, an initial assessment, or a quote. It does not mean the work will be finished within two days.
2. Start of the performance timeline
The performance timeline depends on the service, workload, complete information, and pending approvals. An estimated schedule will be communicated once the scope can be evaluated.
3. Urgent requests
Priority requests are quoted individually, considering complexity and availability. LBS does not guarantee that an urgent request can be accepted. An urgency surcharge will never be applied without prior notice and authorization.
4. Channels and recordkeeping
The client shall use the channels stated in the quote or on the official contact page. To avoid errors, decisions about scope, price, cancellation, or approval must be recorded in writing or another verifiable medium.
5. Client responsibilities
The client must answer essential questions, provide authorized access, and review deliverables promptly. Delays caused by missing materials may require rescheduling.
6. Complaints
Complaints must describe the service, the problem, and the expected outcome. LBS will evaluate the facts, explain the next steps, and, if needed, escalate the case to the commercial lead.