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Help Desk Support
Our help desk support has been designed specifically for customers. We give priority to those customers who have an SLA with City Telecom. The help desk has been set up to receive requests through our website, phone, email, mobile (depending upon SLA), and IM. City Telecom provides our customers with a tracking reference numbers to ensure that you receive the highest level of service, and that your requests are answered or resolved in a timely manner in accordance with your specific SLA with us.
Our help desk has the following functions:
• First Line support and contact
• Logging and tracking of faults
• Remote programming
• Minor re-programming
• Minor changes and additions
• Software updating depending upon your systems ability
• Dispatch of engineering work / maintenance
• Dispatching manuals, telecommunication and mobile brochures, some software
• Redirecting calls when required
If our helpdesk can not resolve the problem during our first communication with you, we will be proactive in our follow-up with you and endeavour to resolve the fault by the most expedient means available.
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