Committed to Customer Service Excellence
The company’s success has been built on a reputation of producing solid, quality work and maintaining a clear customer focus. We stand by our 99.9% uptime guarantee and premium customer support. As such, we provide all customers access to a dedicated Service Desk.
Our customer Service Desk, based in East Perth, is currently available from 6:30am – 5:00pm (AWST) every weekday. We also have a 24/7 ‘after-hours’ phone line available to receive calls for urgent issues.
Our customer support uses a tiered escalation framework consisting of highly skilled Level One, Level Two and Senior Engineers overseen by our Operations Manager and underpinned with an explicit Service Level Agreement (SLA).
All support works are logged against a ticket number provided by our IT Service Management (ITSM) Software. The requests are acknowledged within 2 hours, assigned or escalated where required and fulfilled according to our SLA.
As new support tickets are created in our ITSM, the Operations Manager will review and confirm the correct assignment of tasks to the most suitable candidate. Tasks/projects are assigned considering the technical ability and current priorities aligned with our service standards.
Phone Support
If you require urgent support or when you just need to talk, our service team is available to receive your call. For any emergency issues, our dedicated ‘after-hours’ phone service is available 24/7.
Email Support
For regular service requests, customers can email our dedicated support email. This will automatically log new tickets into our ITSM allowing our team to quickly manage and resolve the request.
Break-Fix Services
Prompt repair of devices is essential to the smooth running of a business. FocusNet’s certified technicians, together with the online ticketing system, provide an efficient and reliable break-fix service to your business. Our reporting systems allow us to analyse and report on repair rates and identify common fault trends.
IT Support Panel
Our client-exclusive IT Support Panel (ITSP) has been specifically designed to make communication with our Service Desk as easy as possible. The support app sits on your desktop allowing logging of smart tickets, live remote support, screen capturing, shortcuts to apps, notifications, updates and more.
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Quality Management
At FocusNet Technology, we have implemented ITIL4 and have a dedicated ITSM to manage all aspects of interactions.
FocusNet management is responsible for establishing and maintaining the standard of the company’s corporate governance framework in accordance with ASIC Corporate Governance and the International Organisation for Standardisation (ISO). This allows us to effectively manage all risks, including that of people and technology.
FocusNet Technology is certified to international standards, complying with ISO 9001:2015. The organisation consistently provides products and services that meet customers and regulatory requirements.
