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At SystemSense we take a pride in offering the very best
service possible.
We achieve high standards by
sticking religiously to our tried and tested ticketing system.
We ask
our customers to help us maintain those standards by following
this procedure:-
*** How to get your IT issue dealt with as quickly as
possible.***
There are 3 types of support issue:-
Emergency Support is required where critical problems
effect Multiple Users. Eg. Server Down, Internet Down… These are issues which absolutely must be
dealt with within 1-8 working hours. Currently we are addressing 100% of Emergency Support
Requests within 4 hours.
Standard Support is required where problems are
important and need attention, but are not immediately critical to the organisation. These problems
effect individuals or small groups of individuals and will be dealt with at the earliest
opportunity, usually within 16 working hours.
Planned Works are where upgrades to existing systems,
new systems, new devices installation etc. These will be arranged in advance, and will
not usually be carried out on the same day. It is therefore important to advise of planned
works, with as much notice as possible.
Requesting Support:-
Call 0871 200 0004 and press 1 for Technical Support
OR enter the job request directly onto the system at the customer login area.
· State if the job is EMERGENCY, STANDARD, OR PLANNED as
defined above.
· Obtain a job reference number, to ensure your request
has been received and logged.
Important Notes:-
Please do not call engineers on mobile phones or email
engineers directly when requesting support. It is likely your request will be missed
if you do this.
The Helpdesk must reserve the right to postpone Planned Works
at any time, in the event of Emergency Helpdesk Support being required at
your site, or another site.
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