Let s Connect Successfully working together

Transcription

1 Let s Connect Successfully working together

2 In this handbook you will find the primary information that you ll need as a Brennan IT customer. Included are the processes we follow, Service Desk procedures, where to go for the most up-todate information and how to contact us. Your Brennan IT support team Client Manager First point of contact for general Connects you to a team of pre and Works with you to develop strategic Certified IT engineers, aiming to Access to an extensive knowledge Responsible for the technical ownership of the client environment resolve most calls the first time post sales technical resources First point of contact for technical support, available 24/7/365 enquiries, pricing, billing and support Service Manager/ Senior Consultant Service Desk A trusted advisor across all technical service delivery Provides a high degree of knowledge business solutions and provide base and pool of Australian based and experience across a broad range ongoing technology education. technical resources. of technologies. Please note, this document does NOT constitute a contractual obligation on the part of either the customer or Brennan IT. This document is not intended to supplement or vary any of the terms of Brennan IT s contractual relationship with you, it is designed to guide you through all aspects of our relationship.

3 Service Desk Our Service Desk provides around the clock, 24/7/365 support. Phone (within Australia): Phone (international): Web: helpdesk.brennanit.com.au servicedesk@brennanit.com.au To download a copy of this document and more visit brennanit.com.au/welcome Online Tools Service Desk Dashboard My Brennan IT Online Tech Store The Brennan IT Service Desk portal provides you with access to the Brennan IT ticketing system. You can enter service requests or faults directly into the system, track the progress of open calls and gather information on the type of calls most frequently logged. Go to: helpdesk.brennanit.com.au The My Brennan IT portal allows you to manage your network, DNS and online, as well as monitor your link usage and alerts. Go to: my.brennanit.com.au Taking the hard work out of ordering hardware and software, our Online Tech Store allows you to shop for the latest tablets, laptops, software and much more, anytime, anywhere Go to: shop.brennanit.com.au

4 Provisioning, Processing and Improving Service Provisioning Process At the beginning of the provisioning process, the Service Delivery Team will contact you to confirm the technical details of your order. They will manage delivery timings, testing and the project handover. Project Management Larger and more technically complex projects will have a Project Manager assigned who will work with the Service Delivery Team to provide more comprehensive management of the end-to-end provisioning process. Billing Process Your billing arrangements will be outlined in your contractual agreement. If you have any questions with regards to billing, please contact your Client Manager. Performance Improvements In order to continually improve and expand our core IT capabilities, we need to carry out regular enhancements and upgrades. Our team will perform maintenance work on Tuesdays and Thursdays between 9.00pm and 12.00am (excluding national public holidays). If there is an emergency requirement to instigate work outside of this time, every effort will be made to avoid any disruption during core service hours. If your services are expected to be impacted, a prior notification will be issued. Service Outages Unfortunately, unexpected faults do sometimes occur which may directly affect you. We will notify nominated contacts by telephone and/or in these instances. As a follow up, incident reports will be provided where a major breach of your SLA has transpired, including an explanation of the problem, how it was resolved and any remedial action necessary to prevent reoccurrence. Feedback We work closely with our clients to understand and act on service issues as quickly as possible. To enable this we have the following in place for you to let us know how we re doing as we work together, and for Brennan IT to continue to drive quality improvements. 1. Ticket Survey when tickets are closed, the client contact will receive a confirmation , and can follow a link to provide feedback on their experience. 2. Call Ratings following calls with our Service Desk agents, users can opt to rate their experience on the call. We will follow up immediately if you did not receive the service you expected. 3. Complaints - If our services still do not meet your expectations, please lodge a formal complaint in writing to service.complaints@ brennanit.com.au. We will respond to all complaints within 10 working days.! Should you plan to conduct works that may impact services provided by Brennan IT, a ticket should be raised for the affected site(s) with the Brennan IT Service Desk.

5 Resolving an incident 1 Contact the Service Desk on (within Australia) (international) For lower priority incidents servicedesk@brennanit.com.au or visit: helpdesk.brennanit.com.au 2 We ll work with you to define your priority level A priority level is determined by the urgency and impact of an incident. Critical High Medium Low Planning E.g. Service needs to be restored a.s.a.p. AND multiple users are impacted. E.g. Service needs to be restored a.s.a.p. OR multiple users are impacted. E.g. Services affected but can be tolerated for a short time. E.g. The issue is non-service affecting. E.g. Service requests as opposed to incidents. 3 Resolution timeframes Priority Level Response Time* Progress Update Resolution Critical 30 minutes Hourly High 2 hours Every 4 hours Medium 4 business hours^ 1 business day Low 2 business days 2 business days Resources applied 24/7 until resolved Resources applied in business hours until resolved Planning 5 business days Timescale agreed with clients Resources applied as per time frames agreed with client *Time between the incident being logged with Brennan IT and the correctly assigned person / people starting the resolution process. ^Monday to Friday: 8.00am pm EST. Excluding Public Holidays. Escalation process If you have reason to escalate further, please feel free to contact: Duty Manager Available 24/7 Priority levels: Critical and High. Available Business Hours Priority levels: Critical, High, Medium, Low and Planning. Phone Number (within Australia) (international) Service Desk Manager Available Business Hours Priority levels: Critical and High. Phone Number General Manager, Service Delivery Available Business Hours Priority levels: Critical and High. Phone Number

6 facebook.com/brennanit twitter.com/brennan_it youtube.com/brennanit linkedin.com/company/brennan-it-pty-ltd. plus.google.com/+brennanit Brisbane 73 Amelia St Fortitude Valley QLD 4006 Australia Melbourne L1, 53 Coppin St Richmond VIC 3121 Australia Newcastle 27 Watt St Newcastle NSW 2300 Australia Sydney L14, 45 Clarence St Sydney NSW 2000 Australia brennanit.com.au