How to log a service call… Syncretize is constantly reviewing the best methods of logging and tracking the requests from our clients for assistance. We have found over time that some methods work better (and faster) and would like to outline these options so that you can always be assured of getting the best level of service we can supply. Choices of how best to log a service call… - The Telephone – (02) 9877-0688. This is probably the best method as we have this phone well supported between the hours of 8.30AM and 5PM, Monday to Friday. This method assures you of having the issue noted straight away and we are then able to determine ‘who and what’ is required to resolve your problem. A recorded service with the ability to leave a message is on this service after hours.
- Email – support@syncretize.net This method is very effective if the correct email accounts are used, as these accounts receive priority and escalation. The individual people accounts will of course be answered in a reasonably timely fashion, but cannot always be relied upon to be responded to in the timeframe to which you may be looking for (especially when things are going wrong).
- Client Portal logging – For those clients with their access and password login to our Intranet Services (via Client button on the Syncretize web site), requests for service can be logged directly through the portal service. This again is treated as a priority request and can be logged into our Job system for service or support assistance.
When we receive any call from our clients for service or support, we will always attempt to work with you to determine the priority (or severity) of the issue. We have adopted an industry wide “Priority Assessment” system (4 layers). - Priority 1 – Comprehensive major system failure leading to widespread Company impact.
- Priority 2 – Partial system failure resulting in a local or application failure
- Priority 3 – User system failure, no one else affected and no failure of company systems.
- Priority 4 – Information or end user support request – no impact.
We will advise you of our reference number and intended response either immediately or after we have sought scheduling confirmation. We believe that these solutions and developments will offer all our clients a better level service and we certainly encourage any feedback as to where we can improve. If ongoing support outside our standard business hours is required, please advise us and we would be pleased to offer you a managed service (complete with 24 hour * 7day 1300 Support option).
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