Support
A case reference in two business days. A written finding in twenty.
Support at Program Backed is not a wait-on-hold experience. Every request becomes a case with a reference number, a named handler, and published timescales. Use the ticket form or email info@programbacked.com.
First triage
Every message is triaged within two business days by a person, not an autoresponder.
Case reference
A written reference number is issued so you can follow the case, escalate, and quote it in future correspondence.
Provider response
Providers on the framework must respond in writing within ten business days of a case being opened.
Written finding
Where the case is unresolved, the audit team issues a written finding within twenty business days.