Making your IT investment easy to understand. Reliable and cost Effective. Your IT Support in 5 Minutes
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1 Making your IT investment easy to understand Reliable and cost Effective Your IT Support in 5 Minutes Phone: Fax: info@mooretechonology.com.au PO Box 150, Pyrmont NSW 2009
2 Table of Content How to Contact Us for Support 3 After Hours Emergency Support 3 Guarantee Response Times 4 Issue Priorities 4 Ordering Process 5 Support Request Process 6 Copyright Moore Technology Pty Ltd. All Rights Reserved. Page 2 of 6
3 How to get IT assistance from Moore Technology? 1. Contact your internal primary IT contact to see if they know about the issue or they can assist. Your Primary IT contact is: If you need to contact us, please feel free to use any of the methods below. Our opening hours are 9:00am 5:30pm AEST Monday to Friday, however we do have after hours support available with the After Hours Mobile number below (please note after hours rate apply). 2. Lodge a support request directly through our Client Access Portal (on the top of the front page at 3. Send an to helpdesk@mooretechnology.com.au with details if your request. This will automatically create a support request in our system. 4. Call us on the numbers below Contact Details Phone Number: Helpdesk Support Portal: helpdesk@mooretechnology.com.au Facsimile: (02) Postal Address: PO Box 150 Pyrmont NSW 2009 Office Address: G.04/55 Miller Street Pyrmont NSW 2009 After Hour Emergency Support Important: After Hours Emergency Support is billed at your after-hours support rate. After Hour Phone Number: Copyright Moore Technology Pty Ltd. All Rights Reserved. Page 3 of 6
4 Guarantee Response Times If your company is on our "Premium SLA", here's a quick idea of the response times we aim for. Priority Example Response Guarantee Response Target Critical Entire Company Offline (Call us!) 2 Hours 15 Mins High Department Offline (Call us!) 4 Hours 1 Hour Medium User PC Offline 8 Hours 4 Hours Low New User Setup/Maintenance 16 Hours 8 Hours If your company is not on our "Premium SLA", we will aim to respond to this issue as fast as we can, however it is on a "Best Effort" basis. Issue Priorities We manage all your issues through a highly advanced ticketing system capable of handling many thousands of individual issues each month. To be able to manage this effectively and ensure that we are fixing the most important issues at the top of the priority list, we mark each Service Request with a priority as follow. Priority Examples Your Main Server is offline and all users are unable to work Critical High Medium Low Priority One of your switches has failed and stopped half the company from working A VPN link has gone down between your offices meaning one entire office is offline Your Internet Connection is offline, users can still work locally, The CEO or Financial Controllers computer has completely stopped working The main piece of software used in your accounting department is not working A users desktop won t turn on so they can t work One of the main printers is not working, but users can print to another one A user is having problems connecting to the Wireless network Printing is slightly slower than normal as the print server is over utilised A user is unable to scan a document A user needs a program installed on their PC for some new work they are performing Pro Pro-Active maintenance of systems CIO/IT Management meeting with your Accounts Manager Client utilizing our Best Effort Services Copyright Moore Technology Pty Ltd. All Rights Reserved. Page 4 of 6
5 Ordering with Moore Technology This is the process we go through for Sales and Ordering to make sure that all orders are delivered correctly and on time. 1. You Request a quote Send us a quote request via to sales@mooretechnology.com.au or via phone on with the items you are after. 2. We Create a quote The sales team at Moore Technology will create a quote for you and send it back to you. 3. You Answer answer - If you do not get back to us we will follow up with some s and then close the quote off in our system if we don t hear from you. 4. We Create an Invoice Accepted - You can update the quantity manually or request an updated quote. When you are happy with the quote, return a signed copy of it to the sales team. We will create an invoice and send it to you. t Accepted - We will close the quote and stop chasing you about it. 5. You make a Payment Most of our invoices are set as Payment Before Delivery (CBD). When you have paid the invoice, please send us the remittance advice/receipt to avoid any delay (stock and delivery). 6. We arrange the Order The order team at Moore Technology will order the goods upon receipt of payment. 7. You Receive the order The goods will either be shipped directly to you or will come to our office for initial set up. If so, we will keep you updated about the progression and organise shipment when the goods are ready. 8. You are a Happy Customer Us You Copyright Moore Technology Pty Ltd. All Rights Reserved. Page 5 of 6
6 Support Request Process Via the Client Portal Via From our Monitoring System We receive a Request Via Phone on Send an to helpdesk@mooretechnology.com.au or lodge a request through our Client Portal to allow for faster dispatching of your issue through our system. We send you an saying we have opened a Request Yes More work from us is required We triage/schedule prioritise, and dispatch Have we received the required information? We work on the issue Is it finished? More info from you is required We send you automated reminders: - 4 days - 8 days Yes Tip: reply to this if you think we haven t finished. It will re-open the ticket in our system We send you an saying we believe we have finished all work (with survey) We send you an to inform that we are closing the ticket Yes Has the 2nd reminder been sent? We close the Request IMPORTANT: When replying to a ticket, do not change the subject of the to make sure your notes go against the right ticket. Copyright Moore Technology Pty Ltd. All Rights Reserved. Page 6 of 6
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