Service Management
VIP Support
VIP Support is your priority service for incidents and requests.
VIP Support expedites the process, so your requests and incidents are immediately put into motion for action. Customers with VIP Support are registered with the IT Service Centre, ensuring easy identification.
What’s Included
- Single point of contact from customer contact to completion
- Expedited service call lifecycle management to completion
- Logging incidents and service requests
- Common incident handling process
- Service call monitoring and escalation as appropriate
- Password reset
- Basic help and “how to” questions
Prerequisite
VIP Support must be consumed in conjunction with a Desktop Offering outlined in Workplace Computing.
- Digital Workplace
- GO Desktop
- GO Desktop DFFH/DoH
- GO Desktop Non-Tenant
- Virtual Workplace
Service Offer
Annual subscription as a chargeable option with GO Office 365 or standard desktop Service Packages.
Service Request
A one-off request to establish or modify a service.
Key Metrics and Servicing
- Service availability 24/7/365
- Request fulfilment business hours
- Service performance 99.8%