How To use the Helpdesk
Posted by Nicola Musgrove on 22 June 2017 08:41 AM
Using the Helpdesk
We understand that when you need support, you generally need it now. That’s why our Helpdesk is here to help.
Your designated contact points (see Roles above) can call within office hours to discuss technical or process queries.
You can also email the Helpdesk or log a ticket via the online Helpdesk at any time.
The online Helpdesk provides users with the facility to:
Contacting the Helpdesk
Should you have a query, your designated contact points (see Roles above) can contact our UK-based support team as follows:
Please note: users should request support from their PEMS Admin Manager (see Roles in the attached PEMS Customer Service Charter) in the first instance. Should an issue persist the PEMS Admin Manager should then report the issue to Oxinet on behalf of the user.
Raising a ticket online
To raise a ticket, please click on the "Submit a Ticket" tab. Select the relevant department (this will be pre-filtered for your organisation). PEMS customers should select PEMS Support. Then click next.
You will then be asked to give your ticket a priority and subject. For incident priority levels, please see "Incident Management" section below.
Next you will need to give your ticket a subject line (title) and enter details of the incident.
Creating an effective report
When raising a ticket it is important to provide as much information as possible to allow our team to quickly replicate the issue you are experiencing. If we are unable to replicate the issue it can be extremely difficult and time-consuming (and in some cases near-on impossible!) to work out what is causing it to know how to fix it. The more information you can provide, the more swiftly we can work to provide resolution.
When reporting tickets or raising queries, please provide the following information as a minimum:
This section describes what you can expect in terms of response when raising a query via the Helpdesk.
All queries raised will be automatically acknowledged by the Helpdesk (online) or by an engineer (over the phone).
Any incidents reported via the Helpdesk will be allocated a priority by Oxinet, in accordance with the incident descriptions below:
The timescale to resolve an incident is determined by a number of factors, some of which may be outside of the control of Oxinet.
This is how Oxinet will respond to incidents:
Please note: priority 3 and 4 incidents may be resolved as part of a scheduled release of PEMS.
Any priority 1-3 incidents and resolution times will be maintained in the Helpdesk for review.