Procedures

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Placing an IT support call

  • All incidents need to be placed by phone or using the portal on our web-site (not by email to individuals as they may not be in).
  • The initial call should be placed by one of the 2 nominated contacts although we may end up liaising with an end-user (even on another site). This is to:
    • a) Avoid multiple calls on the same fault,
    • b) Provide consistency for feed-back training,
    • c) Ensure you know what is going on!
  • NetCare reception or the web portal will ask you for a one-line description about the issue for logging purposes. Please be as concise as possible since this will be used to determine the severity triage by the help-desk manager.
  • An email is automatically sent to the Primary Technical point of contact confirming the logged call (including the one line subject, incident number, date + time stamp and allocated severity).
  • You will be put straight through to the help-desk or advised that a call-back will be made within the SLA. If a call-back is required, please try to make arrangements at your end to be accessible, otherwise there could be lots of messages to and fro!
  • If you have 2 concurrent issues, please log them as two separate incidents.

Closing a support call

  • On closing the call, a second email is sent to you to confirm how the incident has been closed (and the Interactive portal updated). The help-desk can only close a call one of three ways:
    • a) Incident closed verbally or dial-in
    • b) Incident closed because on-site engineer required
    • c) Incident closed because non-fault (either dropped or passed to Non-fault Support)
  • If you are given verbal advice to try a local action, the call is automatically closed in 24 hours if we do not hear back from you (otherwise we rely too much on people remembering to let us know).

NetCare ProActive site visits

  • Update your diary with the visits dates advised when you take out the ProActive contract. Please understand that from time to time we may need to move the date due to the nature of our responsive business.
  • Preparation for each visit:
    • a) You will receive an email a couple of days before to remind you of the visit. By default, we will be running the MOT check-list.
    • b) If you have any other additional work, please email us a list or update the Interactive portal to ensure the engineer has everything needed (and to schedule additional time if required).
    • c) The minimal MOT is the two Pre-start and Foundation modules (i.e. the servers). If there isnt enough allotted time to complete the minimal MOT (because there were too many problems, a major release of Service Packs etc), then you will need to book further time at additional cost (or take the risk that the MOT is incomplete).
    • d) If the scope of work is particularly specialised, then you may need an additional engineer who is not your Account engineer.
  • Closing the ProActive visit:
    Please ensure you are available at the end of the visit to go through the engineers findings. Simpler items will have been corrected but there may be other items that require further attention. These should all be discussed between you and your account engineer. If there are any important actions outstanding:
    • a) Ask for the engineer to stay on to complete (if possible),
    • b) If any items left outstanding, Customer Services will contact you to establish what you would like to be done.

Other (non ProActive) site visits

  • Preparation for each visit:
    A sign-off sheet is sent to you describing the anticipated scope of work. If it needs to be amended, please do so (highlighting any changes) and fax back to us by 15:00 the working day before the visit.
  • Closing the visit:
    At the end of the visit, please check that the work has been completed to your satisfaction if we need to return, this is unsatisfactory for all and you will still be invoiced for the additional return time (on the basis that had you identified the problem at the time, the engineer would have corrected it then, incurring the cost at that visit).

Health-Check dial-ins

  • These are only reviews of major parameters. They are not a substitute for full network management (use the ProActive).
  • These are done monthly; dates are approximate 5 working days.
  • We will install a script that sends us a number of reports for our analysis of your system(s) which we will analyse.
  • You will receive an email confirming the review has been done and any significant findings that needs action. If action is required, you will also be contacted by the help-desk or Customer Services to discuss further.
  • No remedial work is done during this dial-in check.

Complaints Procedure

In the event you are unhappy with any of our IT services, please give us the opportunity to put it right. Escalation process:

  • In the first instance, please contact our Customer Support Team where it should be corrected asap.
  • If still dissatisfied, please write (or email) with issue to the Sales Manager who will respond within 48 hours.
  • At this point, if still unresolved, the Sales Manager will review the situation with the Managing Director.

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