Extract from our General Work Procedures and Instructions for provision of Helpdesk Support and Remote Diagnostics Facilities.

Helpdesk Support

  • A specific telephone number for the phone-in helpdesk service shall be provided . This number can be used in case the customer needs assistance in resolving difficulties.

    If the problem cannot be resolved directly on the phone the problem will be further investigated and the customer will be contacted as soon as possible. This contact may be by phone, fax or e-mail.
  • For support outside the office hours in the Netherlands (9 am to 5 pm, and in the weekends and on public holidays) a specific telephone number shall be used. Received telephone calls will be returned in at least two (2) hours.

Solving problems

  • After receiving the telephone call a start is made to actually address the problem and a plan of action is made.

    Part of solving the problem could be a remote diagnostics through our dedicated modem and workstation. If this is the case, the customer will be contacted to set up his side of the system to make remote diagnostics possible.

    Normally a solution will be provided within at least 8 hours. If it is not possible to solve the problem within 8 hours, the customer will be contacted again and the plan of approach will be changed. This could mean that we need more time or that we have to decide to plan a site visit.

    To control service calls we have a procedure in order to register items and solve them in a structured manner.
  • We will issue a special form called Request for Service to register outstanding and any new items which need attention.

    A raised RFS will be assigned a unique number for reference purpose. A number of blank forms as well as an electronic copy of the RFS will be also available at site for easy access.

    This form is to be used to describe the related problem or to reflect questions or change requests. Please use a separate form for each item to be raised.
  • All matters will be itemised in a Summary List together with a status indication per item. Updates of the list will be issued at regular intervals to keep all parties synchronised.
  • In the event of a change request, the RFS form can be used to express modifications, expansions or additions with respect to system scope.

    These requests will be registered and reviewed by the project team. A (budget) quotation will be part of our reply if applicable.