In 2014 Salec became part of BARQ Group, through a much larger and regionally spread organization, we are proud to offer you the same high level of products and services with an even more comprehensive offering and a more capable team of professionals to back it up.
Barq Group

Overview

Due to the complexity of large telecommunications systems, technical support expertise is normally segmented into various levels. Consequently, the structure of a comprehensive support function usually takes the form of a hierarchy. An escalation hierarchy contains levels of technical expertise, each of which is able to resolve problems of the corresponding levels of complexity.

The escalation hierarchy is based on the various levels of support offered. The escalation mechanism designated for this purpose is our Customer Assistance Request Entry System (CARES). CARES are used for the documentation, tracking and escalation of customer or field problems. The levels of support described herein are staffed with our personnel who all have full access to the CARES database.

Salec will provide technical support, which will meet CUSTOMER’s needs based on the procedures and general responsibilities, listed below:

  • Provide the help desk service and act as the single point of contact for all support issues.
  • Analyse and resolve assistance requests submitted to the Help Desk.
  • Document requests for assistance in our CARES database.
  • Escalate problems not resolvable at tier 1 level in a timely manner.
  • Participate in problem resolution team activity for all escalated problems.
  • Keep CUSTOMER informed on status of problems.
  • Keep records and check status of repair and return items.
  • Audit hardware Change Notices (CN) and Software Update (SU) applications.

Partners