Logging support calls

There are 2 types of support calls
a. GamCo support calls
b. IS support calls

IS support Calls

2. If a client calls in and has a query with his business adsl the procedure is to log a call with internet solutions.
An e-mail must be sent from the ticket system or from your outlook account to support@is.co.za with your query
A SR number will be mailed back as confirmation (Eg 1# 465218763) this sr number must be used when calling IS for
an update or relevant feedback
To receive updates from IS dial 0115750055 and select option 5

Gamco Support Calls

3.A support call should be logged for every call that come through to technical support via the ticket system.
A. a phone ticket should be opened if you assisted a client telephonically.
b. otherwise you can send the client am e-mail with an update/feedback via the send ticket option.
c. If a ticket is assigned to your name, always ensure to keep the client updated
d. A ticket should only be kept on hold if you are waiting for feedback from second line support.
e. should a client request any changes to be made to his/her adsl/email account always request that they
log a support ticket with their query, once logged they will receive a ticket ID which in turn they can
use as refrence when calling into Gamco for an update/feedback