Helpdesk support - Service is Nothing without Support
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To back up all products and services, Creative Console offers the availability
of full helpdesk support, 9am – 5.30pm Monday to Friday coupled with service
level agreements (SLAs) to ensure the customer receives quality service.
Since the inception of SLAs in 1999, Creative Console has not once defaulted on
response times and to date retains a 100% success rate. |
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| Measurement of our helpdesk support is by SLAs with
technical support reports sent regularly to the customer. |
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Our support goals are achieved by using the following tools:
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A Procedure driven support process ensures that on-going monitoring and support
for the customer is active from implementation onwards.
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Customer run books contain all information for customers, from emergency
contact information and procedures through to network architecture.
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Availability of monitoring services enables Creative Console to ensure
that customers are fully utilising their systems whilst retaining full
efficiency.
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Regular fault resolution reports, and annual technical support
reports together with customer surveys enable us to fully partner
with the customer in offering regular feedback and advice.
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Helpdesk support, network monitoring and other data is analysed and presented
to the customer and, from this report, recommendations are made for customer
infrastructure improvement and training that may be required.
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