ETS Support Call-out Process

ETS Support Call-out Process


1         PURPOSE


The following process has been complied to ensure that the ETS customer support services response commitment is properly coordinated and delivered as laid down in the ETS SLA procedures.



2         INITIAL NOTIFICATION


The initial notification of a Technical Support Services requirement situation and status will be made to the Support Services Helpdesk (ref. 4) below.


Please fill is as much information as possible:

  • Subject
  • Circumstances of the event, e.g. service failure, any actions taken / planned
  • Serial number of device. (hardware only)
  • Product (select from list)
  • Priority: (High/Medium/Low)
  • Classification
    • Problem - there is an issue with the system
    • Question - request assistance for more information
    • Request for new service - Request assistance for advanced services or value-added services
  • Attach any documents that may be of assistance in troubleshooting the issue (limit 20mb).  For larger files discuss with the support engineer.

3         STAGES OF ACTIVATION 


Assistance with service requests 24 hours per day, 7 days a week.  Email requests are monitored Monday to Friday from 8am to 5pm.  Response guidelines according to Severity Levels and back-to-back Vendor Severity Levels.


3.1         Severity 1:


•       System Down, Critical Business functions inoperable with no work-around.

•       Log a call at the ETS helpdesk (https://support.ets.group) as high priority.

3.2         Severity 2:

•       Critical Business functions are impacted but a workaround is available

•       Log a call at the ETS helpdesk (https://support.ets.group) as medium priority.

3.3         Severity 3:

•       Non-production, non-critical systems are affected, request for information.

•       Log a call at the ETS helpdesk (https://support.ets.group) as low priority.

 

4         ETS SUPPORT CALL-OUT LIST

•       ETS Helpdesk:

o   https://support.ets.group (Only registered users can log calls)

o   +27 10 593 0801 (select 1 for hardware support)

o   E-mail: support@etsportal898.zohodesk.com  (NOTE: only registered users can log calls)

•       Escalation: