How do we operate?

Your first contact will always be with a call dispatcher. This person will handle :

  • Registration of your question or problem in our call tracking system
    To register your problem we need a one-line description under which your problem will be known in our call tracking system. It is not the intention to give all details of the problem to the call dispatcher. For registration, a simple description and some additional information to qualify the problem, is sufficient.
  • First qualification
    Using the information you provide us, and with your agreement, the call dispatcher will make a first qualification of the nature of your question or problem.
    • Hardware: I turn on my PC but it doesn’t function at all.
    • Software: I want to know how I can install the out-of-office assistant in Outlook.
    • Mixed hardware-software, or not really clear yet._
    • Telecommunication
    • I have no internet connection anymore..
  • Determine the priority of your problem
    The sequence of execution in which the SAVACO Helpdesk handles the questions and problems is determined by the priority and the sequence of reception of the problem. The priority will be determined in mutual agreement with you regarding the impact of the problem on the well functioning of your organization. In specific we work with 4 levels of priority:
    • Question: how is the functioning of something
      How do I install the out-of-office assistant in Outlook?
    • Annoying: there’s a problem but we can continue with our work.
      My printer can’t print in colour anymore.
    • Blocked Person: one user isn’t able to work.
      My PC doesn’t start up.
    • Blocked Group: two or more persons are unable to continue their work.
      _My server doesn’t start up, the connection with the main office is down. _
  • Solution of the problem
    Now the problem has been qualified by the call dispatcher, a support engineer will contact you. Depending on the nature of the problem you can get in contact with different kinds of levels of support:
    • First line support: an all round support engineer will go through the details of the problem with you, to come to a solution as soon as possible.
    • Second line support: more complex problems can be forwarded by the first line engineer to the second line support. When it’s immediately obvious that a more specific and thorough knowledge is demanded, you will be contacted immediately by the second line support engineer.
    • Vendor support: for the problems we can’t solve ourselves, we will call upon the specialists of our partner-suppliers. For hardware problems, most of the time the further communication will be directly between you and the vendor. For software problems, usually the communication will continue via SAVACO.

Frequently asked questions