Fast Tracking your Service Request Resolution

I often get asked what the best way is to get a quick response on service calls. The fastest way to get the ticket logged and attended to would be to mail our service desk on help@omniholdings.co.za and then follow up with a phone call to our Service Desk on 087 806 1330 or 0861 CLEVER (0861 253 837). That way the call will be logged on the service desk and we will be able to confirm who has been assigned to the ticket and when they will attend to the ticket.

Basic Call Resolution and Escalation Process:

Calls are logged by our Helpdesk Despatch staff. They will coordinate the technicians and ascertain the priority level of the call. The technicians will then start working the ticket to completions. If they cannot resolve the issue remotely, the call will be escalated to Level 2 support. If they can not resolve the call remotely, despatch will assign the call to a field technician who will resolve the problem onsite. That way the call will be logged on the service desk and we will be able to confirm who has been assigned to the ticket and when they will attend to the ticket.

We categorise call priorities based on the following criteria:

Priority 1: Calls logged as priority 1 of Critical Importance. This means that a crucial business system is down and that you are losing money (all users and functions unavailable). An example would be when your email server goes down we would consider it a Priority 1 call. We will respond to these calls within an hour and try to resolve it ASAP.
Priority 2: High Priority - These calls are Very Important. Until this is fixed, work is being interrupted or not flowing the way it should. Some equipment or software is unusable. Affects productivity (large number of users or business critical functions affected). We will respond to these calls within 4 hours and try to resolve it ASAP or Best Effort.
Priority 3: Medium Priority - Important. A problem needs to be fixed but work can continue (limited number of users or functions affected, business process can continue). We will respond to this call within 24 hours and resolve it ASAP.
Priority 4: Low Priority - Annoying. These are things that should be fixed while doing other work or when everything else has been completed (business process can continue, one or two users affected). We will respond to these calls within 48 hours and resolve it ASAP.

Please use these criteria when logging new calls. Priority 1 calls are never assigned by yourself, they assign themselves.

Please note that your call resolution will be delayed when you log it directly with a technician. They are good at IT, our despatchers are good at managing their schedules.

Remember, if we can help... Give us a call! 087 806 1330 or 0861 CLEVER (253 837)

Arno Joubert