Service Management

VIP Support

VIP Support is our priority service for incidents and requests. VIP Support expedites the process, so your requests and incidents are immediately put into motion.
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Customers with VIP Support are registered with the IT Service Centre, ensuring easy identification.


What’s Included

  • Single point of contact from customer contact to completion
  • Expedited service call lifecycle management to completion
  • Logging incidents and service requests
  • Common incident handling process
  • Service call monitoring and escalation as appropriate
  • Password reset
  • Basic help and how to questions


Required

  • VIP Support must be consumed in conjunction with a Desktop Service offering outlined in Workplace Computing.

Service Offer

Annual subscription as a chargeable option with GO Office 365 or standard desktop Service Packages. 

  • Annual subscription   

Service Request

  • A one-off request to establish or modify a service.
  • Add VIP Support                                                         
  • Remove VIP Support 


Key Metrics and Servicing

  • Service availability 24/7/365
  • Request fulfilment, business days 8am to 6pm
  • Service performance 99.8%