CALL LOGGING PROCEDURE
Client
Determine Priority
Emergency (immediate attention)
Urgent (Within 1 hour)
Fairly urgent (Within 3-4 hours)
Not so urgent (Today)
Not urgent (Within 2 days)
Can wait a while (This week)
Need attention (attend to at next scheduled maintenance day)
Calls must be logged as follows:
Please call: 0861 ALOGIC256442 or email: helpdesk@alogic.co.za or from our website main page use the: Request Support link.
Helpdesk Procedures
When a call is logged, a helpdesk ticket with a unique reference number will be generated.
Email confirmation will be sent to the IT Coordinator at your company. If you don’t receive the conformation within an hour, please call.
A remote support Helpdesk engineer will contact you and try to resolve the problem remotely.
The progress of solving the problem will be recorded in the Call History and the client will be regularly updated via email.
If it is not possible to resolve the problem remotely, the call will be escalated to an engineer who will attend to the problem on-site, according to the priority of the call.
Only after the problem has been resolved will the ticket be closed and an email sent to the IT coordinator of your company informing him/her of the status.
On-Site problem resolution:
The engineer will get approval from the user to work on his/her PC.
Confirm the problem and determine the cause.
Backup system state (IF necessary)
Resolve problem.
Confirm with the user that the actual problem has been resolved.
Let the user sign the ticket/job card if satisfied.
If the engineer is unable to resolve the problem, the call will be escalated to a senior network engineer who will attend to it according to the assigned priority.
The engineer fills in the steps that were taken to resolve the problem.
Call Closure:
A confirmation ticket will be sent by the Helpdesk Administrator to the Company IT Coordinator informing them of the closed status of the call.
The Company IT Coordinator shall acknowledge the receipt and verify by return email, that the problem was resolved.
If confirmation is not received within 24 hours, a 2nd request will be sent. If no response is received the ticket will be closed with the assumption that the problem was resolved to the client’s satisfaction.