Support

Service Desk
The first point of call for any support query, our Service Desk provides the axis around which our specialist support teams operate.

The Service Desk is organised into teams which dovetail to maintain extended office-based support services throughout the week, including weekends and holidays. During January 2010 the Adastra Service Desk transitioned to manning the office at Ashford 24/7, providing our customers with total continuity of service. The rotas are designed such that there is sufficient overlap in which to ‘pass the baton’ on any support investigations spanning shifts.

As well as improved telephone contact, the Adastra Support email mailbox will also be monitored more frequently 24/7 (servicedesk@adastra.com). Low priority Support requests can be logged via email at any time and will be actioned by
one of our Technicians according to the priority of the request. Ultimately Adastra’s transition to 24/7 working
from the office will offer:

• Faster response times overnight
• More consistent updates
• Better continuity of Service
• An improved Customer support experience

Proactive Management

Although initial management of a customer support episode may be undertaken by any of the support teams, the teams each have an overseeing interest in a specific set of customer installations. This ensures that Adastra can provide continuity in its ongoing management of support episodes as the team leaders are able to identify any problems which are recurrent or appear to suggest an underlying factor.

The Service Desk also participates in a wider management group, supported by our engineering and professional services teams, to evaluate support activity and identify key themes and trends where a more concerted approach to problem management may be helpful. This initiative has led to the resolution of problems more quickly and efficiently than would otherwise have been possible.