Page 23 - BROCHURE_WELCOME BOOKLET

When reporting a fault, we need the

following:

To make sure we at iConnect give you the best service by attending to your queries

and faults as efficiently as possible, we require your assistance.

01 Name and telephone number/email address of the contact

person with whom we can liaise.

02 The exact time you experienced the fault.

03 Call Priority: 1, 2 & 3
(please see previous page for priority levels)

Once An Incident Has Been Logged

04 A description of the fault, as this will aid our technicians

in troubleshooting effectively. 01 A Support officer will log an Incident or Service Request depending
on the type of support required.

Is the problem constant or intermittent?
02 The iConnect system will reply with an Incident number or Service
Has this happened before?
Telephone number or extension of the Request number for reference purposes.

fault, if applicable.

Is this happening on all users or only on 03 They will then begin to troubleshoot the problem and identify the
certain users, if applicable? appropriate course of action to resolve it.

04 Priority 1 incidents will be attended to within 30 minutes

of being logged.

05 Once the fault has been resolved, the relevant support officer will

contact you to ensure that you are satisfied and that you are no
experiencing any further issues.

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