Support
CINTELLATE provides all implementation and support services through its own personnel, thus ensuring commitment and consistency during the implementation project and with follow-up support.
Service Requests, Resolution & Escalation
When a client is in Production Support mode, all ad-hoc interaction is channeled through the CINTELLATE Help Desk Technical Consultants, who make use of a specially configured version of CINTELLATE to record details of the Service Request (SR).
SRs can relate to almost anything CINTELLATE-related, from simple ‘how do I' questions through to software issues and recommendations or initial discussions on Continuous Improvement projects. Each SR is allocated an SR number together with a description of the request, and a mutually agreed Severity Level as to how this is impacting the client's operations. An email confirmation and a summary of the SR is then automatically sent back to the client and the SR is assigned to one of our Help Desk's Technical Consultants to investigate and resolve.
The CINTELLATE Help Desk follows our Support Process Methodology to resolve the issue and communicate back to the client. If necessary, the Help Desk will escalate an issue to the Product Development Team for further assistance. The CINTELLATE Help Desk keeps in regular contact with our clients about any outstanding SRs and a weekly report of outstanding and recently resolved SRs is automatically sent to clients.
The CINTELLATE Help Desk
The primary point of contact for clients requiring support is the CINTELLATE Help Desk which is staffed by our most experienced Senior Technical Consultants. CINTELLATE operates a Help Desk in our Houston office for our North American clients, while our Head Office in Perth, Australia supports clients located elsewhere.
The Help Desk is only available to clients with a current CINTELLATE Software Maintenance Agreement and is available every day except during national or public holidays.
The Perth, Australia Help Desk can be contacted via email (support@cintellate.com) or Toll Free:
- For Australia: Dial 1800 242 533
- From Canada: Dial 1866 431 0211
- From Indonesia: Dial 001 803 61 799
- From PNG: Dial 05086 1042
- From South Africa: Dial 0800 993 154
- From USA: Dial 1866 487 1638
The Houston, USA Help Desk can be contacted via email (support-US@cintellate.com) or Toll Free:
- For North America: Dial 1800 870 7206
Our Help Desk hours of operation are:
- Monday to Thursday
- 0600 EST to 1900 EST (Australian local time)
- 0600 CAT to 1600 CAT (Central African time)
- 0800 Central to 1700 Central (North America)
- Friday
- 0600 EST to 1630 EST (Australian local time)
- 0600 CAT to 1430 CAT (Central African time)
- 0800 Central to 1430 Central (North America)
If required, support outside of the above hours is available to suit your specific operational requirements. Please feel free to discuss your requirements with our team.
Copyright 2009 Cintellate