This document outlines the level of helpdesk support provided by DB to schools. It also outlines the process schools should use to contact the Customer Support Centre (CSC) and targeted response times.
DB will provide schools with:
- Telephone and email support for a designated staff member within the school available Monday to Friday 8:30am to 5:00pm excluding public holidays - Committed response times to reported issues - Regular feedback on reported issues outlining progress and/or resolution - Issue escalation management to ensure timely responses
2 School Support 2.1 Customer Support Centre
The Customer Support Centre (CSC) is the primary point of contact for all incident logging, requests or queries relating to the services being provided to you. The CSC is accessed via the DB Support Line or via email.
The DB Customer Service Centre (CSC) is available during the hours of 8:30am to 5:00pm, Monday to Friday, excluding Public Holidays. The services provided by DB are designed to be available and operational 24 hours a day, 52 weeks a year.
2.3 Query logging
In order for DB to provide an effective support service it is important to provide as much information as possible to assist in the diagnosis of the problem, queries may be logged via telephone or email.
At the point of logging the query (via email or phone) the customer must provide full and accurate details of the problem being reported including:
- Date and time of occurrence - Details of the problem experienced or what was trying to be achieved - Frequency / scale of the problem - Details of operating environment and versions of software being used
2.3.1 Queries logged by telephone
Once the full details have been provided, the CSC team member will: - Log the call within the CSC ticket system - Assign a ticket priority, based on the query classifications - Provide a reference number, ticket priority and time of call logging - Perform 1st line troubleshooting and diagnostics with the help of the caller to attempt to resolve the problem, or gather enough information to do so after the call
If the query cannot be resolved during the initial telephone conversation, the query will be placed in the support queue, and dealt with according to query priority. The caller will be contacted with query updates and resolution, according to the ticket handling procedures described below.
2.3.2 Queries logged by email
Once the full details have been provided the CSC team member will: - Log the query within the CSC ticket system - Assign a ticket priority, based on the query classifications - Provide a reference number, ticket priority and time of query logging
The query will then be placed in the support queue, and dealt with according to call priority. The caller will be contacted with query updates and resolution, according to the ticket handling procedures described below.
If the problem is logged by email and is not clear, the customer will be contacted by telephone and /or email to clarify the query before the query is accepted and logged in the CSC ticketing system. If the email is received outside working hours, DB will treat the email is if it had been received at the start of the next working day.
2.4 Ticket Handling
All tickets are allocated a ticket priority by DB at the time of logging. Below is a description of the priorities.
Service Level Agreement