New call logging system
We have developed our call log in system to be as
user friendly as possible. The following describes
the simple steps to logging a problem.
Step 1
When you experience a technical problem /query,
please log it in under “Add New call”.
Select a category, a subject and enter a brief
description of the problem. Please do remember that
the more information you are able to provide the
swifter we will be able to diagnose and rectify the
problem.
Please assign it a priority. A fair assessment of
the level of priority of the call will
allow us to prioritise accordingly and deliver a
better service to your company. Please note we do
reserve the right to reallocate your call priority
depending on its critical impact to the business.
Priority 1-Low: No impact on ability to work.
Priority 2-Normal:
Intermittent problem am able to work adequately for
a short period.
Priority 3-High:
Serious impact on my ability to work
Priority 4-Emergency:
System failure/unable to work
Step 2
When your call has been logged, you will receive an email confirming
we have received your request.
Step 3
We will update users via email or telephone on the call
progress.
Step 4
When we have resolved your call it will be flagged
in the system as “closed call”, enabling us to track
all problem by users and our call response and
resolution effectiveness
Best regards
The Aires Technologies support team -Queries
