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One Solution GroupFixed Line Support

Fixed Line Support

One Solution Group provides fixed line support services for all major brands including NEC, ShoreTel, Avaya and more. Submit your support request here.

Fixed Line Support Request

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Fixed Line Support Contact and Procedure

Contact

Contact Details

Service Desk

Name

Phone

Email

One Solution

0882159500 option 1

support@onesolutionit.com.au

Service Desk Team Manager

Name

Phone

Email

Adam Yates

08 82159588

adam@onesolutionit.com.au

One Solution Manager

Name

Phone

Email

Marco Geracitano

0418949707

marco@onesolutionit.com.au

Contact

Responsibility

Service Steps

Customer

One Solution

Raise Service Need

  • You raise your service need (e.g. request, incident or general support query) with the Service Desk via agreed communication channels listed in Your Service Offering 
  • You must provide sufficient detail for the item to be recorded and progressed

Record and Calssify

  • You receive confirmation we have received your request
  • Confirmation includes a unique reference for future communication
  • We record and classify the reasons for your contact so that your service need is efficiently processed and monitored through to completion.
  • Once sufficient information is provided, we assign your service need a service record so that there is a unique reference for subsequent communication
  • We forward your service record for appropriate processing

Monitor Track and Communicate

  • We track and monitored your service record until completed
  • We provide you ongoing communication which includes:
    • Status updates
    • Requests for additional details
    • Notification of restoration

Provide Updated or Additional Details

  • You are responsible for advising any changes that affects your service need, e.g. change in contact details or additional information

Close

  • We contact you by phone to confirm restoration of your service
  • We also advise you of restoration by call and or by email

Confirm Resolution

  • You confirm your need has been met
  • For larger items, there may be detailed interactions to implement changes to your systems and processes, which you must confirm have successfully integrated with the changes we implement.

 One Solution Service Desk Direct: (08) 8215 9588