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MESSAGEmanager Solutions
operates a Help Desk for the diagnosis and resolution
of problems with voice, fax, SMS and telex and products
from its office in Sydney, Australia.
The Help Desk can be contacted
by phone, fax, e-mail or by filling out our online
form.
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- Provides access to
technical support services.
- Ascertains the severity
of the problem.
- Moves through a defined
escalation process based on the issues severity.
- Maintains records of
support activity.
- Notifies Management
through a defined escalation process when issues are
not being quickly resolved.
For
Critical calls response time from first contact by MESSAGEmanager Solutions, is not more than 2 hours.
Critical calls where the System is constantly
or intermittently not available to users, business integrity
is threatened by user unable to access the system, integrity
of system data is questioned, System peripherals are
not available to any users, availability of data on
System is impaired or data is incomplete or missing.
For
Routine calls the response time is not more than 8 hours.
Routine calls are where the System is available to users,
but some users are adversely affected by a problem,
users are affected by malfunction of a minor or ancillary
part of the application, System performance is slow
or impaired, system is running properly, but is unavailable
to individual or potential user.
Response time is defined
as elapsed time from the logging of a support call by
the Sydney Help Desk and the first contact by MESSAGEmanager
Solutions. "First contact" is the call from
the appropriate MESSAGEmanager Solutions assigned staff
to the user nominated by the customer as the first step
in the resolution of the reported problem. The call
may be either by telephone or through personal contact.
When you contact the Help
Desk Please provide the following information:
- Company name
- Contact Name and phone
number
- Contract number
- Product, version, and
registration number
- Type of fax or voice
board or telex modem
- Brand of computer,
operating system/environment, network and amount of
memory
- A concise description
of the problem
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