IT Helpdesk

Prerequisites

To help ICTS service your request effectively, please ensure that you comply with the following prerequisites:

  • Fulfil the fundamental customer responsibilities.
  • Support requests must include accurate and complete information about the customer and the problem or request.
  • Customers must co-operate with ICTS to resolve incidents, including providing diagnostic information, performing troubleshooting steps over the phone, and providing access to equipment and premises.
  • Customers must respond to ICTS’s attempts to contact them by phone or email within five working days.

 

Availability

The online call logging service is available 98% of the time 24 hours a day, 7 days a week excluding official monthly maintenance windows.

Service request Service level target (working days)
Requesting support via the ICTS web site (automatically logged)
  • Request is logged and a reference number is emailed to the customer within 30 minutes
  • Responded to within 1 day. (If the call is for a service to which another KPI already applies, then the service-specific KPI takes precedence.)
Requesting support via email
  • Request is logged and a reference number is emailed to the customer within 30 minutes
  • Responded to within 1 day. (If the call is for a service to which another KPI already applies, then the service-specific KPI takes precedence.)
Requesting support via telephone (manually logged) Responded to during the phone call
Visiting the customer’s premises Visit within 2 days of having determined that the support request cannot be resolved over the phone

NOTE:
Read the Core SLA FAQ for a detailed definition of Availability.