CARRY– IN WARRENTY AND SUPPORT SERVICE

Dear User,

Pinnacles service company, Pinteq will provide the technical service while Pinnacle will run the Call Centre. Pinnacle carries an extended five year carry-in warranty on all the hardware.

Pinnacle Call logging Procedure

1. Introduction

   This document has been compiled to assist Pinnacle customers who have signed an SLA agreement with Pinnacle to know how and where to log incident calls in order that Pinnacle may respond efficiently to achieve the contractual terms of the SLA.

   
   

   It is extremely important that everyone who may interact with Pinnacle to log calls is aware of the procedure to be followed. Failure to follow the procedures may result in a lower priority being assigned to the incident and the customer shall not be entitled to penalize Pinnacle for non adherence to the SLA conditions.

   
   

2. Contact information

   Pinnacle Services may be contacted in any one of the following manners:

   1. Telephone
      The number to call is (011) 265-3000 or (011) 265-3000/3366 or 0860 pinteq.
   2. Email
      The email address to send incidents to is jhb-helpdesk@Pinnacle.co.za
   3. Fax
      Although fax is not the preferred method of logging calls, it may be used as an alternative and the fax number to use is (011) 265-3073
   
   

3. Information required

   Whenever a call is logged certain information should be available to assist Pinnacle helpdesk agents to efficiently log the call and pass it on to the relevant resolver groups. The information will vary according to the type of call but the following is a guideline:
   
   For all calls
   Customer name
   Name of person logging the call
   Contact telephone number of person logging the call
   Email of person logging the call
   Physical address of person logging the call
   Customer call reference number (if applicable)
   
   If it is hardware maintenance call the following is also required
   Serial number of equipment
   Description of equipment
   Description of fault
   Physical location of equipment
   Contact person at location of equipment if different from call logger
   
   

4. Feedback

   When a call is logged, the service agent will provide the customer with a unique reference number. This number is used throughout the lifecycle of the call to identify all activity on the call and should be noted by the call logger for future reference. Once you have received this reference you can be assured that Pinnacle has received your call and is handling it according to the SLA conditions.

   
   

   For SLA conditions which require a response within a certain time, the second feedback contact will take place when a Help Desk agent call the contact person to a) verify the details and b) to assist in diagnosing the problem. This is normally done by way of questions to the agent/contact person.

   
   

   Further feedback may take place during the resolution of a call depending on escalations in place for the particular customer and the conditions of the SLA.

   
   

   Before a call is closed an email is sent to the call logger (client) that the call has been resolved and requesting permission to close the call. Should the user not be satisfied with the resolution they should not agree to the call closure and should indicate why they are not satisfied so that the call can be redirected to the appropriate resolver group Helpdesk manager.

   
   

5. Escalations

   The Pinnacle helpdesk system allows for escalations during the call resolution process. This feature is typically used internally by Pinnacle Services staff to ensure the appropriate resource focus and attention is given timeously to ensure the SLA conditions are met. However the system may also be used to email customers should they wish to be informed. An example is that a head office IT staff member may wish to be notified when a call is logged by a branch office or an IT manager may wish to be notified when a call is resolved on the Pinnacle system.

   
   

   Please contact your account manager/service delivery manager/ Pinnacle helpdesk manager should you wish to know more about this functionality or wish to be included in the escalation process.

   
   

6. Integration

   The Pinnacle helpdesk system is capable of being integrated with a customer’s helpdesk system if the volumes of calls and complex and/or real time reporting are required. Typically large volumes or critical real-time information is a pre-requisite as there is a cost and a certain amount of complexity to integrate systems.

   
   

   Please contact your account manager/service delivery manager/ Pinnacle helpdesk should you wish to know more about this functionality.

   
   

7. Reporting

   A number of reports are available from Pinnacle with regard to the incidents logged per client per hardware type, per region, per equipment make etc. These are appropriate to the conditions of the SLA and may be customised for a particular customer requirement. Reports can be as detailed as the date and time logged, each and every action taken, parts utilised etc, or as summarised as only high level call logged per period and number within and outside SLA.

   
   

   Should it be part of the service the customer has procured from Pinnacle, a Service Delivery Manager (SDM) will be allocated to the account. The SDM will arrange monthly meetings at which time the incident logs can be reviewed and analysed and any corrective action planned.

   
   

   The support process executes as follows:

   
   
   • A user logs a call to the customer service or the Pinnacle Helpdesk, depending on the nature of the support agreement.
   • First line resolution is attempted by the Help Desk (if applicable), with the following potential outcomes:
     • If Resolved, the call gets closed, with no effect on Pinnacle as Service Provider
     • If Unresolved, the Customer Service Desk logs the call to the Pinnacle Help Desk, preferably electronically
   • If the user logs the call directly to the Pinnacle service desk, or the call is received from a customer service desk:
     • Pinnacle identifies the cause of the incident, with the following potential outcomes:
       • If a Software problem is identified, the call is allocated to the relevant onsite engineer who:
         • Using R-Admin, attempts to remotely resolve the fault, failing which
         • The engineer attends to the problem at the user's desk side
       • If a Hardware problem is identified, the Pinnacle Help Desk determines the warrantee status of the device and allocates the call to the responsible onsite engineer, who is qualified and authorized to affect all warranty repairs. The Pinnacle engineer:
         • Determines the nature of the failure at the user's desk side, estimates the time to resolution and, if it is to exceed X hours [X=SLA MTTR] :
         • Installs a Loan Unit for the user
         • Removes the device and repairs it
         • Arranges a suitable time for the return of the device
         • Restores the users environment to a working condition
       • If the repair is not expected to exceed the SLA MTTR, effects the repair at the user's desk side
       • Updates the Pinnacle Help Desk in terms of the repair work performed and parts consumed. Parts consumed in the repair are then either:
         • Billed to HW OEM if the device is under warrantee, or
         • Billed to customer or support agreement if the device is out of warrantee
       • Continuously updates the status of open incidents to the customer service desk or the incident logger in accordance with the agreed status update requirements.

   The Pinnacle SLA clock starts at the point where an incident is logged to the Pinnacle Help Desk and ends when a closed status is returned to the incident logger or the Pinnacle Help Desk.

   
   

   A call may be placed on hold when a Loan Unit has been installed.

   
   

8. Extended warranty

   All laptops carry an extended five year carry in warranty on all hardware