SUPPORT
COMSCENTRE SUPPORT
All faults and support issues are required to be logged with Coms Centre customer care to ensure your request is attended to by our support staff. By logging calls via our customer care service your request will be prioritised, tracked and escalated allowing us to resolve the request as quickly and efficiently as possible.
You can log a support call by phone or email: 1300 134 680
Coms Centre customer care service is a 24 x 7 service
Or email:support@Coms Centre.com
(during work hours, you must call after hours support number for a level 1 or 2 fault to be responded to)
Faults
The Coms Centre Customer Support Teams use advanced Customer Ticketing and Tracking systems to ensure that resolution of all faults is achieved and tracked.
Each system operates a series of Service Level flags that are linked to each of the Customer Service and products that Coms Centre Supplies
An understanding of the resolution process outlined below will greatly enhance the operational flow (minimise downtime) of communication and assist us in responding as quickly as possible.
Lodging a Fault (Customer)
All faults and enquiries received by Coms Centre Support will be entered into our Ticket Tracking System.
A reply email will be sent to your nominated Helpdesk email address, this is to ensure you know that we have your ticket and it has been actioned. If you do not receive an email back please do not hesitate to call us again.
When sending emails to Coms Centre, please include a descriptive subject line including the relevant Coms Centre Service Number (this number may be found on your invoice). This will help you and our Customer Support Teams to identify the issue quickly as well as a nominated severity. You may include your own tracking number in the subject field if required.
To ensure immediate attention, please telephone through to Coms Centre Support, all Severity 1 and 2 faults. You will be issued a tracking number when logging fault by telephone, in addition to an email sent to you as confirmation. You can log Severity 3, 4 and 5 faults via email.
Coms Centre tracking and remote management systems notify us of Level 1 and 2 faults and those faults will have generally been actioned before any faults have been logged.
Upon acceptance of your fault, Coms Centre will provide you with an Acceptance email; a simple "reply" to the original email will mean that that fault has been logged and entered the system.
Support
For all support requests, please email a brief description of the adds, moves or changes that you require. Please include a contact name and number to ensure that our support staff contact the correct person within your organization for additional information if necessary.
Within the first three months of your service being connected, Comscentre offers unlimited support within the terms and conditions of your agreement. Thereafter, the first three support calls are actioned at no cost **, with any further requests for support within that month charged in accordance with Comscentre's hourly rate.
**(depending on the system. The UC520 has ony 1 call per month free)
All requests for support will be entered into our Ticket Tracking System. A reply email will be sent to your nominated email address. This is to ensure that you know we have your ticket and it has been logged and entered into the system. If you do not receive a response email acknowledging your request, please do not hesitate to call us.
To ensure that your request is investigated and resolved as promptly as possible, Comscentre asks that you provide a limited amount of specific information in regards to the nature of the request when logging it.
