Telephone Support Services
Delivered from our purpose built 24x7 Technical Support Centre (TSC), Ultima is able to provide a comprehensive telephone support service around the clock. Ultima offers a ‘token based’ support offering for 3rd line telephone support with escalation direct to the vendor should the incident require it. Through our telephone support we will work to resolve an incident, with the customer’s IT department undertaking advice provided by Ultima’s experienced senior technicians. Ultima’s telephone support services are a great introduction to Ultima’s TSC and its ability to support a wide range of products for our growing customer base.
Depending on your business close times & your telephone system your calls could be set to automatically switch at a predefined time to the Telephone Support Services service provided by Ultima. This service enables your staff to report IT problems out of hours. At the time of call receipt the Telephone Support engineers will undertake the following:
- Log the request – depending on your requirements this can either be logged onto your helpdesk system if access is provided or on Ultima’s Pivotal system & viewable via a Interact portal. This portal can be used to log & track support calls by your employees if required.
- Clarify the request type and business impact
- Set realistic timescales & expectations of the caller
- Logon to identified system Investigate and diagnose issue (subject to access)
- Work to resolve the issue or provide a workaround
- Communicate updates as & when they occur or predefined timescales
- Escalate request as per standard procedure if required to appropriate resource
- Monitor core switches (optional)
- Clearing connections, for example onto NFUSE (optional)
- Server Reboots (optional)
- Resetting passwords (optional)
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