FAQs for JiffyLink Systems Ltd.
The following are the frequently asked questions by clients and prospective customers;
You may contact us anytime using email, telephone. We will respond to you as fast as possible during business hours.
Our support process is very simple. We follow the below steps with every problem raised:
- When you raise a problem with us either by phone, ticket or email we always log it as a ticket in our management system.
- We may require more detailed information. We generally need to know the following;
- We will ask you to describe the problem to the best of your knowledge.
- What was the user doing when the problem occurred?
- Who is experiencing the problem? Knowing who and how many users a problem is affecting will determine the extent of the problem.
- Did anyone change any settings recently?
- Did anyone install any new applications?
- We will try to reproduce the problem if it is not easily identified. We can do this both onsite and remotely.
- We will then use the gathered information from step 2 and 3 to establish the cause of the problem and document any system information and environment factors that could be causing the problem.
- We will troubleshoot the problem and find a solution to resolve the problem.
- Once we believe the issue is resolved thorough testing is completed to ensure the issue is resolved. This may require help from you to complete all testing required.
- After resolution we document the detailed steps taken to resolve the issues and contact you to confirm the problem is resolved.
All problems raised with our support desk is prioritised based on the problem category. If your problem is considered a Priority 1 it is immediately raised to the top of our queue. If all our Technical support officers are working on other problems, the problem that is of lowest priority will be placed on hold and they immediately begin working on your problem. Our priorities are determined with the following criteria.
Critical: Loss of a significant component of service/s with significant business impact. i.e. Outage
High: Loss of service component affecting user/s with a detrimental impact. i.e. PC/printer outage
Medium: Infrequent failures of a system, network of application.
Normal: Non-critical or scheduled work.
We provide an after-hours on-call service. This is rotated between our Technical support team. If your problem occurs after hours you may call or email our support email and the on-call technician will endeavour to call you as quickly as possible. It is important you are aware that we have after-hours rates and these may vary depending on your support agreement with us. This would be discussed with you at the time of the problem to make sure you are aware if there is any additional cost.
Troubleshooting and prioritising a problem is much easier and faster when our clients provide as much information as possible about the problem they are experiencing. There are a few standard items we will always require.
- Describe the problem to the best of your knowledge.
- What was the user doing when the problem occurred?
- Who is experiencing the problem? Knowing who and how many users a problem is affecting will determine the extent of the problem.
- Did anyone change any settings recently?
- Did anyone install any new applications?
- What devices are experiencing the problem? The name of the device always helps us to identify the equipment we need to investigate. Sometimes the name of the computer or device is located on the device for easy identification.
- How long has the problem been happening?
When any new clients call to discuss coming on-board with us we always like to get to know you and tour business first. This is important for us to understand what it is you do and the intricacies of your business. We understand every business is different so we like to meet with you to discuss the following:
- Current issues you are experiencing. What problems you are currently having with your computer system and your support provider.
- What technical needs you currently have? Is there anything you need to achieve immediately?
- What you would like or want in your computer system. Is there is anything that you would like your computer system to have or do, however it is not critical.
- What your business plans and goals are. We ask this question as it is important to ensure your computer systems are aligned with your business plans and goals.
- What your expectations are of your IT support provider. This ensures our business structure and process is in alignment with your expectations and enables us both to have a clear understanding of what is expected of each other and if we can successfully work together.
As a rule after we’ve discussed these and have a good understanding of your business we then ask to perform an audit of your entire computer system infrastructure. This helps us with developing a support package, technical solution and any proposals to better your system as per your requirements.
After the audit we will return to our office and put a suitable package together with any proposals and arrange to meet again to go through them in detail.
If after you have considered our proposal and wish to go ahead we can quickly bring you on-board with the Simplified Systems team and began delivering any proposed services.
Cloud backup also known as Online Backup is the process where your onsite backups are transferred to an offsite server every night. The server is located in a secure data centre in Perth. Cloud Backup replaces the need for someone to take a backup home each night. It is more secure, reliable and easier to manage and monitor.
If you require new equipment you can either log a request with our helpdesk who will forward the request directly to our Solutions delivery team. Alternatively you can contact your account manager or the office directly. The solutions delivery team will clarify what equipment is required. They will gather further requirements based on the equipment. For example if you need another computer we would need to know if this is replacing another computer or for a new user. We would need to know what it will be used for so we can ensure the specification meet the use needs. There are also software licensing requirements like MS Office, Antivirus, User access Licenses. Once they have completed this step they will research available products and send through a quote. When you approve the quote our Administration team will send through an invoice for the equipment and as soon as payment is received the new equipment will be ordered
