(Customer Service Desk) To be agreed during To be agreed during Grade of service As described in the onboarding consultancy onboarding metrics (speed of section of Our based on customer consultancy based on answering, calls Customer Terms required response customer required abandoned, etc.) times. response times. Dockets are created in To be agreed during To be agreed during Service Central for onboarding consultancy onboarding Tickets logged each customer – based on customer consultancy based on incident / request request. Email sent to required response customer required MCS and tickets times. response times. created in tandem Alert Monitoring at L2 is Monday to Friday, 7 days X 24 hours available 8.30am to 5.30pm under agreement with Hours of operation EST, excluding 30 minutes initial call 7 days X 24 hours. Victorian Public back time following L2 Resolution within Holidays alert notification. standard hours. 30 minutes from To be agreed during To be agreed during Grade of service agreed alert onboarding consultancy onboarding metrics (speed of notification. 2 hours to based on customer consultancy based on answering, calls next escalation or required response customer required abandoned, etc.) resolution. times. response times. Level 2 escalations Service requests are All tickets are entered Service requests are automatically in the MCS for audit, automatically generated generated in the MCS governance and in the MCS where there where there is a Tickets logged tracking of reverse is a proactive – proactive monitoring incident / request repair logistics monitoring service in service in place, processes specific to place, based on agreed based on agreed the customer service customer service customer service framework. definitions. definitions. Daily movement and Daily movement and Daily movement and repairs movement repairs movement repairs movement reporting with monthly reporting with monthly reporting with monthly Service Delivery Service Delivery Reporting Service Delivery performance and performance and performance and Asset Asset Management Asset Management Management reporting. reporting. Refer reporting. Refer Refer appendix for appendix for available appendix for available
(Customer Service Desk) Grade of service metrics (speed of answering, calls abandoned, etc.) As described in the section of Our Customer Terms To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Tickets logged – incident / request Dockets are created in Service Central for each customer request. Email sent to MCS and tickets created in tandem To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Level 2 escalations Hours of operation Monday to Friday, 8.30am to 5.30pm EST, excluding Victorian Public Holidays Alert Monitoring at L2 is available 7 days X 24 hours. Resolution within standard hours. 7 days X 24 hours under agreement with 30 minutes initial call back time following L2 alert notification. Grade of service metrics (speed of answering, calls abandoned, etc.) 30 minutes from agreed alert notification. 2 hours to next escalation or resolution. To be agreed during onboarding consultancy based on customer required response times. To be agreed during onboarding consultancy based on customer required response times. Tickets logged – incident / request All tickets are entered in the MCS for audit, governance and tracking of reverse repair logistics processes specific to the customer service framework. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Service requests are automatically generated in the MCS where there is a proactive monitoring service in place, based on agreed customer service definitions. Reporting Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for Daily movement and repairs movement reporting with monthly Service Delivery performance and Asset Management reporting. Refer appendix for available