Actionable Feedback Policy
| Actionable Feedback Policy | |
|---|---|
| Company Logo | |
| Organization | Innocent Michael Network Inc. |
| Policy Type | Public Engagement & Feedback Handling |
| Scope | Feedback Collection, Response Mechanism, Transparency |
| Last Updated | 6 May 2025 |
| Contact | [email protected] |
Actionable Feedback Policy
Overview
At **Innocent Michael Network Inc.**, we value constructive feedback as a vital part of our commitment to continuous improvement, transparency, and meaningful engagement. This policy outlines how we collect, evaluate, and respond to feedback from our clients, partners, employees, and the general public.
Our approach ensures that feedback is **acknowledged, assessed, and acted upon** in a structured and transparent manner.
How We Collect Feedback
We actively gather feedback through multiple channels to ensure inclusivity and accessibility:
- **Direct Communication** – Emails, support tickets, and direct messages to our official contact points.
- **Public Forums & Discussions** – Comments, public threads, and technical discussions on platforms such as GitLab, Mattermost, and NocoDB.
- **Surveys & Forms** – Periodic surveys conducted to measure client and partner satisfaction.
- **Social Media & Community Engagement** – Feedback received via official accounts on social media and professional networks.
- **User Testing & Beta Programs** – Feedback from beta users testing new features, security measures, or infrastructure updates.
Our Response Framework
Feedback is categorized based on its nature and priority:
| Category | Response Time | Action Taken |
|---|---|---|
| **Technical Issues & Security Concerns** | 24–48 hours | Immediate review by the security and IT team. |
| **Service Requests & Support Tickets** | 48–72 hours | Response provided by the support team, with escalation if necessary. |
| **General Suggestions & Improvements** | Within one week | Consideration for internal review and implementation roadmap. |
| **Policy & Ethical Concerns** | Within two weeks | Escalated to senior management for evaluation and public response if required. |
Public Engagement and Transparency
To ensure an open and transparent feedback process:
- **All critical concerns are acknowledged within 24 hours** of receipt.
- **We provide public reports** on major feedback trends (where applicable) and actions taken.
- **Users can track their feedback status** through our designated support portal.
- **For security-related concerns**, we adhere to a responsible disclosure policy, keeping users informed about resolutions.
Prioritization Criteria
We assess feedback based on:
- **Urgency** – Immediate security risks or service failures take top priority.
- **Impact** – Changes that benefit a large portion of our users receive higher priority.
- **Feasibility** – Solutions are assessed for technical and operational viability.
- **Alignment with Organizational Goals** – Feedback that enhances cybersecurity, service reliability, and user experience is prioritized.
Escalation and Resolution Process
Users who feel their concerns were not adequately addressed can escalate the issue: 1. **Reopen the feedback case** through our support portal or official email. 2. **Request a review** by senior management for unresolved concerns. 3. **Appeal through an external mediator** (if applicable, for contractual obligations).
Contact Us
For feedback, concerns, or suggestions, please reach out via:
- **Email:** [email protected]
- **Support Portal:** Support Desk
- **Social Media Channels:** Available on request for general inquiries.
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At **Innocent Michael Network Inc.**, we are committed to open communication, accountability, and using feedback to enhance our cybersecurity services and digital solutions. Your input helps us innovate and improve.