Customer Help Desk

Customer Help Desk

Customer Help Desk help users to create support tickets and get support requests. Users can create their user account to access your own support portal through support platform and can create, track, delete, or reopen your support requests.

You can reach the Customer Help Desk from this link.

How to Use Customer Help Desk:

1- Go to Customer Help Desk from the link here. 2- Create a new user is created on the Sign Up page. 3- Verify the user's password using the confirmation email sent to your inbox. 4- After creating the username and password, login to the support portal from Sign In page.

Now, you can create support tickets through the Add Ticket button. You can manage all your support requests on this page.

Figure 1. Keepnet Support Portal

Support Scope

The following detailed service parameters are the responsibility of Keepnet to the customer (unless otherwise specified).

1. Telephone support:

  • 8:30 A.M. to 5:30 P.M. Monday – Friday (GMT) (UK Based Customers)

  • Calls received out of office hours will create a ticket in queue

2. Ticket support:

  • 6:00 A.M. to 4:00 P.M. Monday – Friday (EST/EDT) (US Based Operations)

  • 9:00 A.M. to 6:00 P.M. Monday – Friday (GMT) (UK Based Operations)

Tickets received outside of office hours will be worked by the next available operations centre, and support is prioritised by level and impact, or Priority.

3. Remote Support

Keepnet Team may provide remote support using various remote working tools manly Zoom, Google Meet, Skype, Webex or any tool that customer prefers.

Support team may demand from the customer to download and run our Maintenance tool to analyse and understand the problem.

Support Cycle

Support process is started once requests are taken from multiple sites like email, phone or web portal , a ticket is created. See the support cycle below.

Figure 3. Support Cycle

Support Prioritisation

To conclude whether something is a value-add, it is crucial to determine, prioritise, and measure the activities; therefore, prioritisation is essential for IT and business requirements that reveals the relative importance of an incident to respond and address in a right way.

Support Table is designed according to Urgency and Impact and divided into three as High, Medium and Low. Support is provided by Priority Level, see the Support Table below.

Figure 2. Keepnet Support Table

Keepnet can provide advanced support services to customers that seek more support that is provided as standard. This could include additional telephone support, extended hours (and out of hours) in addition to dedicated resources, when required. As these services are bespoke in nature, please contact us for pricing and requirements.