Our Support Process
What happens when you contact our support?
How we support you
Our advanced systems provide a tailored service, refined over time to meet industry standards and best practices. They are designed to be transparent and responsive, ensuring excellent customer service and quick issue resolution.
In over 60% of cases, our Service Desk resolves issues while you’re on the phone. For others, we have a streamlined process for fast and efficient resolution.
Here’s a brief overview:
Requesting support (raising a ticket)
We make it easy for you to start the process – the last thing you want when you need something doing is a complex or slow start. You can use the most convenient method for you:
You can call or email us using our support desk email or phone number. Our service desk is open 24/7. 8AM-5PM will be answered by our Australian support staff and during after hours will be answered by our Global Support Staff
Prioritisation
Once we have all the details from you, we quickly assess the priority of your request, based on how much it affects you and your organisations. We’ll let you know what the priority is, but we can also change the priority if you let us know that we’ve got it wrong.
You can call or email us using our support desk email or phone number. Our service desk is open 24/7. 8AM-5PM will be answered by our Australian support staff and during after hours will be answered by our Global Support Staff
Progress
A key part of progress is for your contact to keep you fully updated – sometimes this is by email, and at other times we will call you, especially if there are any complications or delays so we can
answer any questions you have.
Escalation
Level two support – these are more experience and qualified technical staff, who are dedicated to dealing with your more complex issues, either remotely or as field engineers
on your premises. This frees up our 1st line technicians to take more of your calls and provide a fast response and resolution for the majority of your issues.
Level three support – for critical, very urgent or highly complex tickets and requests, we have a 3rd line of technical staff. These people all have years of experience, full training and are certified to the top levels for key vendors. You can be rest assured that they will get to the bottom of the problem as quickly as is possible.
Some of our clients have their own in-house support team, and only call on us for a part of the support process, just to complement their internal processes – sometimes we manage their 1st line support (initial resolution and ticket management), or their 3rd line (to add specialist expertise to their own skills and experience).
Resolution
Feedback
We usually send an email asking for feedback or comments from you. It’s up to you, but we really do appreciate your feedback. We always read what you have to say, and do our best to address any issues you highlight. Feedback is genuinely important and valuable to us. We’re dedicated to continual service improvement and your insights help us enormously.
CSIT – The CIO’s Best Friend
Top-heavy SME | Cost-efficient Bespoke Staffing