IT Services Call Handling Procedures

During the contracted period, the CLIENT will appoint a Single Contact Person within their organization. The single contact person will try to resolve the issue to the best of his/her ability.

The Support Hotline to Call is as follows:

           TIERONE TSSA HOTLINE - 03 78037501

When calls are made to TIERONE TSSA HOTLINE, please state the following to the Hotline Staff:

• Name of your organization
• Person calling
• Direct phone contact number
• Nature of problem

During the contracted period, TIERONE will also appoint a Technical Engineer who will respond via telephone to clarify the situation or to provide a solution, where possible and available.

• When on-site support is necessary, the Technical Engineer will then be dispatched to the CLIENT’s premises to carry out the services.
• Upon completion of service, a Technical Service Form will be submitted to the CLIENT for approval and signing.