Rebus

Northgate HR On Line

On Line Helpdesk

Administration

The Northgate HR Customer Support Consultants at the Call Centre are trained to resolve any query that customers may raise, quickly and effectively.

They will work with you to diagnose the nature of the difficulty, and instruct you in the proper procedure to alleviate the situation. In some instances, this can be accomplished when you first call; sometimes the situation will require research or testing. Call Centre support does not include customisation or training over the telephone.

The priority of the problem must be agreed jointly between you, the customer, and Northgate HR. The priorities that can be assigned are:

Priority 1 This priority relates to problems which prohibit the customer from continuing with time critical processing.

Priority 2 This priority relates to problems that have been detected and, if not resolved within a fixed time period, will prohibit the customer from continuing with time critical processing, or are problems where the use of the product is continuing but in a significantly impaired manner.

Priority 3 This priority relates to problems which do not have a current significant impact on the processing of the products or a problem where Northgate HR has provided an interim solution and the customer can continue to process the products.

Priority 4 This priority relates to changes. These changes will normally be evaluated for inclusion in a future general release update but, subject to the significance of the change and at the discretion of Northgate HR, will be included in a service pack.

Our Consultants will make every effort to resolve problems in an acceptable timeframe. Providing all the relevant information is available the following escalation procedures will generally apply to Priority 1 and 2 difficulties:

Priority	1	2
Response	Commence resolution immediately.	Commence resolution in a time scale agreed with the customer.
Escalation to Customer Support Manager	Upon report of problem received.	Upon report of problem received.
Escalation to Operations Manager	Within 8 hours unless a resolution is provided.	5 working days before the agreed resolution date if the problem is not resolved.
Escalation to General Manager	Within 24 hours unless a resolution is provided.	3 working days before the agreed resolution date if the problem is not resolved.