Service Delivery Desk Response Time
Definition Guidelines

Priority 1/Critical

Priority 3/Standard

Priority 4/Low

The Service Desk

 As part of our efforts to provide a more focused and streamlined process for dealing with your "Service Requests", we have implemented a Service Delivery Manager role at Ategra. This has several benefit's to you (the client) and also allows us to manage our delivery to you in a more organised and timely manner. 

The Service Delivery Managers’ job will be to arrange and manage these requests and allow our consultants to focus more on delivering high quality service to your business.

 Other benefits include... 

 To this end, could all new service requests be emailed through to our Service Delivery coordinator? This is our preferred option. For those organisations that have a dedicated internal mail server, we will likely have already put a "Systems Support" email address in your Global Address Book. Otherwise you can send requests to :-

 ategra@Ategra.com.au

If you don't have this available to you, then see us for assistance to set this up for you. If Email is down, or the matter is urgent - you can also contact the Ategra office on 08-8988 0888 and we will handle your request this way. We would ask that you don't call our cell phone’s directly, except in cases of emergency or where required for other suitable reasons. If the issue is an emergency, our preference would be that the Ategra phone line be contacted in the first instance, this is 08 8988 0888. Could you also pass this onto appropriate people within your organisation that may be dealing with us directly?

Upon receipt of the request the coordinator will assign a consultant, job number, priority and advise you by return email. This will be based on a mixture of criteria, but the intention here is to continue with a model, whereby you have a designated primary Ategra consultant assigned to you, who is the most likely person to be looking after you. Will also continue to work with providing a client relationship manager to handle things at that level.

Any email or other dialogue in relation to existing Jobs will be handled by the consultant directly assigned to the job and either they or the Service Delivery co-ordinator will be able to give you any updates on progress. To this end when contacting the office you will be prompted with a question as to whether your request relates to a new or existing request. If it's new, we will create a new task for you.

 When sending us a Service request - please provide us the following information: 

    End User Contact Name & Organisation

    End User contact Phone Number

    Brief Description of the issue/request

    Any additional information that may be relevant

    Priority, 1 critical, 2 medium, 3 not urgent,4 low priority or Next site visit?

 Another aspect that we have typically experienced in the past is whereby you may store issues/requirements for us attending on the next site visit. Our preference would be for you to also pass these on when they come up, and this again will allow us to estimate how much time is required and possible bring any required resources with us? You could simply advise Next visit in your email.