Complaint management
Last updated: Nov 4, 2026
Clients and personnel of Fluid Attacks can send complaints through any of multiple channels. These channels are the Help email, the Help Center, the Ethics hotline, and the Account Executives and Engagement Managers of the clients. Clients can contact their Account Executives and Engagement Managers by email, WhatsApp, or phone. They can do this during business hours (Monday through Friday from 8 a.m. to 6 p.m. UTC-5). When Fluid Attacks receives a complaint, an identification and verification process starts in the company.
Fluid Attacks uses the centralized ticket system of Zoho Desk to record and monitor all the information about the complaint. This is a high-level overview of the complaint management process:
- Reception and registration of the complaint details: Fluid Attacks records all the relevant information about the complaint, for example: the details of the client, the date, the time, and the nature of the complaint.
- Acknowledgment of the complaint: Fluid Attacks sends an acknowledgment of receipt to the author of the complaint. An initial response time SLA applies, as the Help channel documentation shows.
- Examination of the issue: Fluid Attacks analyzes the root cause of the complaint and assigns the team members that are relevant to the resolution. The Help channel documentation describes tools that can be relevant in this step.
- Analysis of the solution: Fluid Attacks determines the best way to address the complaint.
- Communication: Fluid Attacks tells the author of the complaint the proposed solution and gives a clear timeline for the implementation.
- Closure of the issue: After Fluid Attacks makes sure that it addressed all the aspects of the complaint correctly, it records the details of the resolution. Then, it closes the issue in the system.
- Feedback from the author of the complaint: Fluid Attacks asks the author of the complaint if they are satisfied or if they have other concerns. It also identifies areas for future improvement.
Fluid Attacks guarantees the confidentiality of all communication during complaint management, as the Help channel documentation establishes.
Escalation
Fluid Attacks tries to resolve all client complaints efficiently in the Help Center, with the assigned developers. But in some situations, escalation is necessary to get the correct solution. Escalation is necessary when the solution to the complaint depends on decisions from management or from the manager of the initial team.
The escalation path can follow the matrix below. Each client gets the matrix, with the names and contact details of the assigned Fluid Attacks staff.
