Callback Service
The free support package does not include calls (see: What Services does Buddy offer?). However, you may still request a callback for a 1-on-1 support call at a specified fee.
How to Request a Callback
You may request a callback by leaving a voice message, or you can send an email or live chat request to call you back.
Please specify what you want to discuss in your voice message or email. This will ensure that the responsible person will be getting in touch and avoid multiple calls.
If you have requested a callback but no longer require support through a call, you may cancel the request before our agents get in touch. Once our agents have gotten in touch, the request will no longer be cancellable.
The Callback Procedure
If you have successfully provided all relevant information, one of our agents will call you back within two business days. This may vary based on the availability of our agents; we recommend never leaving burning questions for the last minute!
If our team cannot get in touch, you will be notified via a voice message or email informing you that the request will not be processed.
Callback Fees
As soon as the agent calls you, your account will be charged a minimum rate of €35 +VAT, with an additional €35 +VAT fee per hour (after the first hour). Per terms and conditions, no fee is refundable once processed.
If an agent has to hang up and call back with further information, this will continue to be counted as the same callback, not a separate charge.
What is Supported on Callback Service?
Buddy's support callback service primarily assists users with using Buddy. This may vary from assistance regarding a company setting up a discussion on implementing changes effectively or instructing how to use some of Buddy's features.
The agent will not be responsible for performing any actions or calculations during the call. If you do not provide sufficient information in your request, it might be inevitable that the agent will take the information, hang up and call you back again.
Although some of our agents may be able to deliver certain local knowledge, our agents are not responsible for training users on HR or payroll regulations outside of Buddy. Please bear this in mind when making a callback request. Our agents are authorised to deny assisting any requests that are out of the scope of service.
Follow-up Email
Once a callback has been executed successfully, our agents will email you any resources or links that may be useful based on the support provided during the callback.
Within that email, you will also receive a request to rate your satisfaction with the service. If you have any additional feedback, we recommend that you send this within one working week and not later.