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ProvidingCustomer Support 8:00 am to 5:00 pm CST,
Monday through Friday, with 24 Hour emergency service.
Users with queries or problems can contact Tritel's Support Center by telephone or email.
custserv@tritelinc.com| Toll Free: 888-888-9494 417-877-9500 | FAX: 417-889-8198
Call Management
Allcalls are logged using a leading edge NT-based help desk product. This offers significant benefits including easily accessible call history data, which enables you to track service levels effortlessly and also helps identify user-training requirements.
Aunique number is allocated to each call and, once the relevant details are taken, the request is passed to the appropriate support team. The support team members, who can be Tritel's staff, your own staff or third party suppliers, contact the user to carry out problem determination and resolution. While this is taking place, Tritel monitors the elapsed time to ensure the appropriate service level agreement is being met. Calls that might exceed service level agreements are escalated to ensure that incidents are given the attention they require.
Eachcall is given a severity rating of 1, 2 or 3 and, depending on the rating allocated, different service levels apply. Severity 1 calls are the most urgent. The actual response times are agreed with you in advance and form part of your service level agreement.
Allcalls remain the responsibility of Tritel until closed by the user.
Thisbasic methodology is used irrespective of the type of request logged and whether it is submitted by telephone, email or on-line connection.
Support Desk
Tritelcan also provide a first line 'help desk' facility that aims to resolve 85% of problems on the first call. We assign a team of support staff who become your Expert User Group and concentrate on understanding your business problems and how best to support you and your users. The team works closely with your own staff to identify known problems with known solutions. This information is then entered into a database within Tritel's help desk system and is readily available to support staff.
Management Reporting
Everymonth a service level report is produced detailing the number of calls taken and the current status. This report also highlights any trends and gives recommendations for service improvement and training.
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