Logging a Call

The nominated Business support person(s) can log requests using any of the following mediums:

• Telephone via our Support Services number (03 9606 0605).
• Groupware Website Support Request page;
• Fax (03 9606 0604);
• Email to the Customer Service Consultant.
  

Monthly reports can be supplied, with the following details as our standard:

• Help Desk Call Number;
• Help Desk Call Description;
• SPL; 
• Actual Response Time; 
• Actual Resolution Time; 
• Time Spent in hours; 
• Caller; 
• Responsible Person at Groupware; 
• Current Status; 
• Resolution Details if Closed.

The reporting can be used to identify frequent requests types and opportunities for improvement to the supported applications.

The report will include a summary in the form of graphs for each month of the contract outlining the following details categorised by SPL: 

• Number of calls received;
• Average Response Time;
• Average Resolution Time.

Additional reports can be included, however an additional cost will be incurred for each report. The cost will be dependent on the complexity of the report and estimated time taken to prepare each report.