Emailing Comscentre Support

To help our Customer Support Teams action your issue quickly, we request that you include the following information in emails to Support:

  • Description of problem in subject line
  • Level of severity in the email, using our table below as a guide.
  • Brief description of the adds, moves or changes that you require.
  • Contact name and number to ensure that our support staff contact the correct person within your organisation for additional information if necessary.

Email Comscentre support

Emailing Comscentre Support

To help our Customer Support Teams action your issue quickly, we request that you include the following information in emails to Support:

  • Customer Service Number in the subject line
  • Description of problem in subject line
  • Level of severity in the email, using our table below as a guide.
  • Brief description of the adds, moves or changes that you require.
  • Contact name and number to ensure that our support staff contact the correct person within your organisation for additional information if necessary.

Email Comscentre support

New Support Request

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Faults

The Comscentre Customer Support Team uses an advanced Customer Ticketing and Tracking system to ensure the tickets are tracked and that the resolution of all faults is achieved as stated in our Service Level Agreement (SLA) with that particular customer.

When a fault is logged, it is given a ticket number, this number is used to track the fault through to resolution and should be quoted in all correspondence during the lifespan of the fault.

Each ticket is linked to a series of Service Level flags that are linked to each of our products.

Below is an explanation of our severity levels and their response times.

Logging a Fault

All faults and enquiries received by Comscentre Support will be entered into our Ticket Tracking System. A reply email will be sent to your nominated email address, this is to ensure you know that we have your ticket and it has been logged and entered into the system. If you do not receive an email response within 4 working hours, please do not hesitate to call us.

Severity Level Table

All faults and support issues logged with Comscentre Customer Care should include a Severity Level. If your issue is Severity 1 or 2 faults, please phone Customer Support on 1300 134 680 to ensure immediate attention. You can log Severity 3, 4 and 5 faults via the form.

Severity LevelPriorityDescriptionResponse TimeResolution Time
1Incident or FaultENTIRE SITE AND ALL USERS ARE EFFECTED AND THERE IS NO WORK AROUND. EXAMPLES INCLUDE ISR DOWN, ISDN SERVICES DOWN, VOICE NETWORK DOWN OR ALL PHONES UNUSABLE.1 Hour4 Hours
2Incident or FaultPARTIAL SYSTEM OR SITE DOWN. PART OF YOUR BUSINESS IS NOT WORKING OR SEVERELY DEGRADED. EXAMPLES INCLUDE SOME HANDSETS, LINES OR IP PHONES UNUSABLE.2 Hours8 Hours
3INCIDENT OR FAULTOPERATIONAL PERFORMANCE OF THE SERVICE IS IMPAIRED, WHILE MOST BUSINESS OPERATIONS REMAIN FUNCTIONAL. EXAMPLES INCLUDE A FEATURE OF THE SYSTEM NOT WORKING SUCH AS TRANSFER CALLS, VOICEMAIL OR HUNT GROUPS.8 Hours24 Hours
4ChangeCHANGE REQUEST PRIORITY FOR CUSTOMERS WHO HAVE A 24X7X4 MAINTENANCE COVERAGE OR ABOVE.None8 Business Hours
5ChangeCHANGE REQUEST PRIORITY FOR MOST CUSTOMERS.None16 Business Hours
6LowFOR ADD ONS, INSTALLATIONS OR RELOCATIONS ONLY.

Support Fees and Charges

Within the first three months of your service being connected, Comscentre offers unlimited support within the terms and conditions the customer agreement. Thereafter, support is bound by the agreed terms and conditions of that particular customers contract. Should a fault be logged by the customer in error, extra charges may be incurred.