Version: 1.0
Published: 2 August 2026
Last Updated: 2 August 2026
Helping Your Business Succeed
At DM365, we believe our role goes beyond providing software. Our aim is to help every customer gain real value from the platform by combining technology, practical advice and ongoing support. This policy explains the support and customer success services available to DM365 customers and the shared responsibilities that help ensure successful outcomes.
1. Our Commitment
Red Knight Solutions is committed to providing a reliable, professional and customer-focused service. We aim to build long-term relationships by helping customers make the most of DM365 through guidance, continuous improvement and responsive support.
2. Onboarding
Every new customer will receive an agreed onboarding process appropriate to their chosen package. This may include account configuration, initial setup, user guidance, implementation support and advice on best practice.
3. Support Channels
Support may be provided through a combination of email, the support portal, scheduled online meetings and other agreed communication channels. The available channels may vary depending on your subscription package.
4. Response Times
While we always aim to respond as quickly as possible, response times may vary depending on the nature and priority of the request. We will make reasonable efforts to keep customers informed of progress where issues require further investigation.
5. Consultancy & Best Practice
DM365 is supported by consultancy from Red Knight Solutions. Where appropriate, we may recommend improvements to your CRM, automations, marketing or business processes to help you gain greater value from the platform.
6. Customer Responsibilities
Successful use of DM365 is a shared responsibility. Customers are expected to:
• Keep user information up to date.
• Manage access permissions appropriately.
• Review automations and AI-generated content.
• Maintain appropriate business continuity arrangements.
• Raise support requests promptly when issues arise.
Further guidance is available within the DM365 Shared Responsibility Model.
7. Chargeable Services
Some requests fall outside the scope of standard platform support and may be chargeable. Examples include bespoke consultancy, custom workflow development, advanced integrations, data migration, website development and strategic marketing services. Any chargeable work will be agreed in advance.
8. Feature Requests
We welcome suggestions for new features and improvements. Customer feedback plays an important role in shaping the future development of DM365. While we cannot guarantee that every request will be implemented, all suggestions are reviewed and considered.
9. Service Reviews
We encourage customers to review their use of DM365 regularly. Periodic health checks and strategic reviews can help identify opportunities to improve efficiency, automation and business growth.
10. Changes to this Policy
We may update this Customer Success & Support policy from time to time to reflect changes in our services, support processes or platform capabilities. The latest version will always be published within the DM365 Trust Centre.
Contact Us
If you have any questions about this Privacy Policy or how your information is used, please contact:
Red Knight Solutions
Email: hello@dm365.online
Website: https://dm365.online
Related Policies
• Privacy Policy
• Website Terms of Use
• Acceptable Use Policy
• AI & Automation Policy
• DM365 Platform Terms & Conditions
• Technology Partners & Platform Services
• DM365 Shared Responsibility Model