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Covid-19 Update!

In the situation of Covid-19, we are implementing some changes

“We are here for you when it counts”

IT Support Contact Options (COVID-19)

Dear Client,

As we all know by now, we find ourselves well and truly in the midst of exceptional circumstances. We also understand that staying productive and keeping your business and staff connected is of critical importance to maintaining a sustainable business throughout this uncertain period.

Netlink Group, in accordance with the advice provided by the official channels of State and Federal Governments, have our staff organised into alternating teams between operating either in the office or remotely. We have done this in the interest of protecting our staff while at the same time preparing to support all clients which may at some point, require a complete remote mode of operation for our entire workforce.

Netlink Group would also like to emphasise that we see ourselves very much as providing an essential service and as such, even though we may be operating in a remote only mode, we will action high priority incidents requiring onsite attendance should it be safe for our staff to do so.

Please be aware that our current call volumes have escalated significantly over the last month as most customers prepare to work remotely. With this in mind we may take slightly longer to attend to requests so I would ask for some tolerance but provide reassurance that we will action each and every ticket logged.

Please find below all relevant support contact details:

 

Service Desk – 6:30am – 6:30pm Weekdays

Netlink Group provides multiple ways for our customers to log a support tickets, as follows:

1) Log a Support Request – Email (Preferred method)

Log a support ticket by emailing through to support@netlinkgroup.com.au.

When emailing your support request, please try to keep the email subject line descriptive yet to a minimum length, saving the Body of the email for the longer description.

Note if a matter is urgent and impacting work capacity, please indicate that clearly in the email. We would however strongly encourage calling the service desk for all urgent matters.

2) Log a Support Request – Phone

To speak to one of the Netlink Service Desk engineers call 1300 500 550 or 9422 5522. The engineer will take all of your details and log a ticket on your behalf, troubleshooting or escalating as necessary.

3) Monitor Status

When your ticket is logged and assigned you will receive an automated email from the Netlink ticket system. A similar notification will be sent each time a ticket changes Status or work is performed on the ticket, allowing you to track the progress in real time.

Should you wish to add additional notes to the ticket, or contact the assigned Engineer, you may do so by replying to the ticket notification or by calling the Service Desk team and quoting the ticket #.

4) Escalation

If you have logged a ticket and feel it requires escalation, your first point of contact will be Matt Aves, the Netlink Service Coordinator. He will review the ticket and provide you an update of where the ticket currently resides in terms of progress.

Phone: 08 9422 5563

Email: Maves@netlinkgroup.com.au

Should Matt be unavailable, or you require further escalation, the next escalation point will be your account manager who you should by now be familiar with. If you are unclear as to your account mangers details I advise that you seek clarification.

Should you feel that you have not received the required service or satisfactory answer from either the service Co-ordinator or Account Manager then you have the option to escalate to the Operations Manager.

Phone 08 9422 5563

Email: pdecarvalho@netlinkgroup.com.au

 

After-Hours Service – Weekends | Public Holidays | 6:30pm – 6:30am Weekdays

1) After-Hours - Email

Should you wish to log a Support Request after-hours, and the matter is not urgent, you may do so by emailing support@netlinkgroup.com.au as described above. Note that emails are not monitored outside standard Netlink Service Desk hours; all after-hours email requests will be looked at during the next business day.

2) After-Hours – Phone

As usual, calls to Netlink Support can be made by dialling 1300 500 550. During after-hours, this number will automatically divert to Netlink’s On-Call paging service, where you will have the opportunity to report your issue/request and leave a return contact number. The rostered After-Hours engineer will return your call shortly to begin resolving the problem.

Please note that all work performed after-hours incurs additional loading charges for a minimum of 1 hour, therefore it is recommended this service be reserved for urgent matters only.

“We are here for you when it counts”

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