Fault Logging
We provide a number of ways for you to access our fantastic support team while providing you with reference details and correspondence throughout the life of your support query:
- You can call 1300 134 680 for urgent issues,
- You can email support@comscentre.com
- You can complete the online Support Form
- Please be sure to read our list of frequently asked questions before contacting us.
Simply provide details such as your company name, contact name, number, email and details about your support query or issue and you will get a reference number for your peace of mind and we will contact you when your query has been resolved!
Severity table and examples
All faults and support issues are required to be logged with Comscentre 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 if required allowing us to resolve the request as quickly and efficiently as possible.
- You can log a support call by phone: 1300 134 680 (24 x 7 service)
- Or email: support@comscentre.com for non urgent issues (during business hours)
Faults
The Comscentre Customer Support Teams use advanced Customer Ticketing and Tracking systems to ensure 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 Comscentre 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.
Logging a Fault (Customer)
All faults and enquiries received by Comscentre Support will be entered into our Ticket Tracking System.
A reply email will be sent to your nominated email address (perhaps your Helpdesk), this is to ensure you know that we have your ticket and it has been logged and entered into the system. If you do not receive an email response within 4 working hours, please do not hesitate to call us.
When sending emails to Comscentre, please include a descriptive subject line including the relevant Comscentre Service Number (this number may be found on your invoice), as well as a nominated severity. You may include your own tracking number in the subject field if required. This will help you and our Customer Support Teams to identify the issue quickly.
| Severity Level | Priority | General Description |
|---|---|---|
| 1 | Highest | An Existing System is "down" e.g. Router Down, ISDN line down, Voice network down, all IP phones unusable |
| 2 | High | Partial System Down - part business is not working or severely degraded e.g. Some handsets down, some lines down, some IP phones unusable |
| 3 | Medium | Operational performance of the Service is impaired while most business operations remain functional e.g. A feature of the system is not working - transfer calls, voicemail, hunt groups |
| 4 | Low | System All working - but important adds/moves/changes required e.g. Add moves and changes that impact business |
| 5 | Lowest | Add, Moves, Changes e.g. New user, programming change with low priority, low priority new programming |
To ensure immediate attention, please telephone through to Comscentre Support on 1300 134 680, all Severity 1 and 2 faults.
You will be issued a tracking number when logging a fault by telephone, in addition to an email sent to you as confirmation. You can log Severity 3, 4 and 5 faults via email: support@comscentre.com
Comscentre tracking and remote management systems notify us immediately of Level 1 faults and those faults will be acted upon as a priority.
Should a fault be logged in error, you may incur a charge. This number is used to track the fault through to resolution and should be quoted in all correspondence during the lifespan of the fault.
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.
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.
**(depending on the system. The UC520 has ony 1 call per month free)
