Maintenance Connection Technical Support Services is dedicated to providing timely, thorough and efficient resolutions to your issues.
Availability
You can contact in UK via:
Telephone: 0844 335 1113
E-mail:
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You can contact in Australia via:
Telephone: 1300 135 002
E-mail:
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You can contact in USA via:
Telephone: 888-567-3434 ext. 2
E-mail:
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Responsibilities
We Will:
- Use best efforts to resolve the incidents you submit
- Document each incident and its resolution
- Track the duration of open incidents and escalate when needed
- Confirm with you that the incident is resolved
You Should:
- Assign an appropriate urgency rating to the incident
- Perform problem determination and diagnostic activities suggested by technical support promptly and completely
- Perform problem resolution activities as suggested by technical support
Incident Severity Levels
The severity level is defined by the incident definition and is intended to portray an objective measure of the problem. Severity levels are assigned by the Technical Analyst.
Some examples of severity levels:
Critical: The customer's application is down and inoperable. All users are unable to use the system. The customer's productivity is threatened.
High: The customer's application is severely limited. The situation is causing a significant impact to certain portions of the customer's business operations and productivity.
Medium: The customer's application is slightly limited. The situation has impaired operations, but most business operations and user productivity continue.
Low: The customer's application or user productivity is not affected.
Incident Urgency Levels
The urgency level is a way to classify the incident based on the caller's priorities. For example, if there are deadlines or other constraints involved, urgency may be relatively high even though the severity level is relatively low. Urgency levels are assigned by the caller and allow the Technical Analysts to respond in a more effective manner. Urgency levels are as follows:
1: most urgent
2: normal
3: least urgent