| Q1. |
How to log a complaint
or problem report at your service centre? |
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Please log your problem by contacting our
HelpDesk on 03-41435344 and speak to HelpDesk Analyst or email
report_centre@protellus.com.my
Please tell us:
1. Your name
2. Your location, Telephone, Fax or email number
3. Your equipment Model, Type, Serial Number
4. What is the nature of the problem
Before you end your conversation please ask for trouble ticket
number or HelpDesk reference number from our HelpDesk Analyst
for future follow-up.
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| Q2. |
When can we contact your HelpDesk?
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We are open from 9.00 am to 5.30 Mondays-Fridays |
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| Q3. |
What is "HelpDesk" and
why it is important in Protellus? |
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The HelpDesk is the central point of contact
where incidents or problems of your equipment can be reported.
It is important because it is the face of our services to
the customers.
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| Q4. |
If HelpDesk is not able to resolve the problem,
what is the next escalation and how long will it take to rectify
the problem?
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HelpDesk acts as the First Level Support
by carrying initial investigation of complaints. Call will
be escalated to Second Level Support which is to be attended
to by Project Team or Maintenance or Distributor. Problem
resolution will depend on the agreed Service Level with Customers.
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| Q5. |
I am more comfortable talking to the Field
Staffs as I get to see them whenever they come to service
my equipment. Why can't I just log my problem to them?
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You may log your complaint to our Field Staffs,
but they may not be in the office whenever you call them.
It is difficult to produce timely escalation logs when they
are not manning the Help Desk. It is strongly recommended
that you speak to our HelpDesk Analyst to log or follow-up
your problems.
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