Navigatr Customer Support Code of Conduct

Navigatr is committed to providing a safe and welcoming support experience for everyone. In return, we ask all customers to engage with our team in the same spirit.

1. A Respectful Experience for Everyone

Our support staff are dedicated professionals working hard to help you. We ask that all interactions stay courteous and professional. Abusive, threatening, discriminatory, or offensive language or behaviour across any channel will not be tolerated. Serious or repeated violations will result in your support access being suspended and your account being escalated for review, up to and including termination.

2. Help Us Resolve Your Issue Quickly

The more context you share, the faster we can help. When raising a ticket, it helps to include:

• What you were trying to do and what happened instead
• The badge, pathway, or feature you were working with
• Any error messages you saw
• Your browser and device
• Screenshots where relevant

Please share accurate information about your account, organisation, and role. Misrepresenting an issue, even unintentionally, can slow things down.

3. One Issue, One Ticket

Please raise one support request per issue. Submitting duplicate tickets, or contacting several team members about the same problem at the same time, slows response times for you and other customers.

4. Allow Time for a Response

We aim to respond to all requests as promptly as we can. Response times vary depending on how complex the query is and how busy the team is. Our support team is available Monday to Friday, 9am to 5pm GMT. Please give us a reasonable amount of time to look into things before following up. Avoid submitting additional messages on the same request before we have had a chance to respond, as this can push your query further back in the queue.

5. Keep Information Secure

To protect your organisation and your learners, please:

• Never share passwords or sensitive personal data via support channels
• Only include account or learner information that is directly relevant to your query
• Make sure you are authorised to raise queries on behalf of your organisation or learners before doing so

6. Finding the Right Channel for You

We have a few different ways to get help, each suited to a different kind of need:

• Help Centre: Self-service guides and how-to articles for common questions. Read a support article
• Support Ticket: For technical issues, bugs, and account-specific queries. Submit a ticket
• Sales / Account Team: For pricing, upgrades, and partnership enquiries. Contact our sales team at sales@navigatr.app

Using the right channel gets your query to the right person faster. Sales and account questions sent through the support desk will be redirected, which adds delay.

7. When and How We Can Help

Our support team is here to help with platform questions, technical issues, and account guidance. Some requests, such as custom configuration, data exports, or feature development, may fall outside the scope of standard support and will need to go through your account manager or the sales team. We will always let you know if that is the case.

8. Feedback is Welcome

If you feel your query was not handled well, or if you experienced any bias or unfair treatment from our team, we want to know. You can reply directly to your support ticket with your thoughts, or submit a new ticket from our help centre. Constructive feedback helps us improve the experience for everyone on Navigatr.

How We Respond to Serious Violations

Where a customer violates this code of conduct, Navigatr will respond proportionately:

• First instance: A formal warning will be issued.
• Repeated or serious violations: Support access will be suspended and the account escalated for review.
• Severe violations: Account termination. In such cases, Navigatr will request that any badges held within the platform are transferred to another badging system prior to closure.

Thank you for helping us keep support working well for everyone. We are here to help you succeed with Navigatr.