Logging a Support Ticket
Call Logging Procedure
Client Responsibilities
- The Client is responsible for reporting any observed fault or problems with their service to Modica promptly.
- The Client agrees to provide Modica with sufficient details of each fault logged to enable Modica to reproduce, simulate or otherwise clearly identify the fault being logged.
- The Client undertakes to be available via the supplied contact method at the specified feedback times for the duration of the fault.
- The Client also accepts that a reasonable callout charge may be invoiced by Modica to the Client’s organisation in the event that the cause of the fault was outside of Modica’s responsibility.
How to log a call
You can log a ticket by emailing: support@modicagroup.com or, by calling our helpdesk:
- New Zealand: 0800 77 66 22
- Australia: 1-800 251 577
- International: 64 4 498 6000
- US: 1-800-592-3421
Calls can be logged 24 hours a day, 7 days a week. However, if you have not signed up for the 24X7 Support and require urgent out of hours assistance, please call the helpdesk, and request Urgent assistance, we reserve the right to charge per hour (or part thereof).
Who Can Log a Call
Calls may only be logged by anyone as long as they understand the type of support agreement a company has and has authority to accept charges that may occur if you do not have an Extended 24/7 Support agreement.
Information Required When logging a call by any of the above means please provide the following information:
- Company Name
- EPN Number
- Name of Authorised Person
- Description of the fault being logged
- Priority of the call (see Section 5)
- Method by which Modica should contact the client (email & mobile ideally)
- Example mobile numbers that are experiencing the issue being raised
- Date/Time and timezone of when the issue occurred
Acceptance of the Call Modica will acknowledge acceptance of the call by the issuing of a Ticket ID. Acceptance will occur within 30 minutes during normal business hours (8.30am to 5.00pm Monday to Friday) and within one hour outside of these times.
Call Categorisation
When a call is logged with the SLA Support Desk, a category will be assigned to the call based on the impact that the fault is having on the client’s service level. This categorisation is done by the SLA Support Desk based on the information supplied by the client at the time the call is logged. The client will be informed of the call category at the time that the call is accepted.
The following criteria will be used to determine the category of the call:
| Category | Criteria |
|---|---|
| Critical | A system, device or application is completely unusable. There is a significant impact to the client’s business. Example: You’re not able to send or receive messages across your service at all. |
