This article is to explain how our technical support system is organised and how to use the various options for getting help 24/7
When an enquiry or incident is raised by one of the available methods, a case file is created, this file is called a “Ticket” every ticket has a unique ticket number, the number stays with the case through to its conclusion, once closed the ticket is filed away for future reference by the customer and members of staff.
The available support options have different levels of priority:
Level 1 = low
this level is normally used for open tickets that are not urgent and not impacting the service. an example would be, an enquiry about a new service area opening in the future and the enquirer wishes to be notified when it becomes available. New tickets are never opened in this level but can be downgraded to if deemed appropriate by the agent working the ticket
Level 2 = Normal
this is the normal level for new tickets raised. Level 2 tickets are responded to during office hours and normally within the hour, if received outside office hours, response is normally within the first hour of the next working day. Level 2 tickets are worked on in order of creation.
Level 3 = High
this level is responded to at the first opportunity during office hours, before any tickets on a lower level, tickets can be raised to or created at this level. as deemed approriate by the agent working the ticket.
Level 4 = Don`t Panic!
A level 4 ticket is created by a customer sending an sms text to our sms support texting service. This is also the only way to contact technical support outside office hours. level 4 tickets are responded to 24/7 365 days a year.
Available contact methods
email to email@example.com
this is the prefered method for all non urgent enquiries, help requests and incident reports. this automatically creates a level 2 ticket in our system.
SMS text (0034) 634014738
an sms text creates a level 4 ticket and is responded to at the earliest possible opportunity 24/7 365 days a year. This is also the only way to contact technical support outside office hours. Please note: you cannot make voice calls to this number
Submitting forms in our website www.compusurf.es
similar to sending an email, this automatically creates a level 2 ticket in our system.
Telephone call to the office during office hours (0034) 968970666
by pressing 2 at the prompt you are put through to an agent in the support department, this method is not as efficient as the above methods as the line can be busy
Call into the office in person
we love to see you, however, if you do not fancy the trip to the office please use one of the above methods.
this method raises a level 2 ticket, similar to sending an email, open Telegram and search for Compusurf bot. Click /start and send your message
Whatsapp is not an official contact method, whatsapp is not monitored by support. and not always available. you must make first contact via another method depending on the urgency. Support will sometimes use whatsapp or Telegram to continue a case with you.
Facebook is not an official contact method, Facebook is not monitored by support. you must make first contact via another method depending on the urgency. Our facebook presence is for customer information purposes. eg: we post warnings of pending downtime for maintenance etc.
we also maintain a facebook customer group for customers to chat among themselves, all things tech, this group is not monitored by support but sometimes we cant resist chiming in.
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