Support Hours of Operation
For all customers covered by support and maintenance contracts for multiportal™, multiterminal™ and PAV™ software suite, Intellident standard hours of operation for support are:
|Helpdesk Engineers||Monday - Friday||08:00-20:00|
|Saturday - Sunday||09:00 - 17:00|
|Onsite Field Engineers||Monday - Friday||09:00-17:00|
|Saturday - Sunday||None|
Weekend hours will apply for help desk on Bank Holidays with the exception of
Christmas Day, New Year’s Day and Easter Sunday when Intellident support
will not be available.
Where a support contract is not in place, support will be available 09:00-17:00 Monday to Friday excluding Bank Holidays and response and fix times will be to best endeavours based on other work for supported customers and will be charged appropriately.
Please note that the Intellident workshop operates Monday to Friday, excluding Bank Holidays. As a consequence, calls logged on a weekend requiring an onsite engineer visit will be scheduled for the day after the next working day to allow for parts to be picked and shipped.
Escalation and Complaints Process
Intellident are committed to high levels of service and to delivering continual
improvement in customer experience. Should Intellident fail to meet customer expectations under the Support and
Maintenance Service, we recommend that our customers should escalate their
dissatisfaction to our Customer Experience Manager.
The Customer Experience Manager will liaise with all the relevant departments who are involved and will act to ensure any issues are resolved in a timely and courteous manner. In addition, the Customer Experience Manager will also address any underlying issues as part of business improvement.
|Title||Customer Experience Manager|
|Telephone||0161 - 498 1140 (Ext 268)|