What technical support services are available?
Via this agreement a number of telephone based technical support instances are available for use on a call of basis. In the first instance a technical support query should be logged by contacting Trustmarque on 0870 121 0322 or nhsteam@trustmarquesolutions.com Your query will then either be resolved utilising Trustmarque Solutions technical support team, or if appropriate escalated to Microsoft for further action. When logging a technical support incident, you should provide as a minimum the following information; • Contact Name • Contact Number • Email address • PC / Server Specification • Description of issue, including screenshots if available • Severity of issue In addition to the problem resolution incidents available to you as part of the EA software assurance benefits as described above, your organisation may already have in place a direct technical support contract with Microsoft known as “Premier support”. Such “Premier” technical support contracts offer an enhanced and manage
Valok GMSS provides local 1st and 2nd Level Support from its Sydney based offices. Customers can contact our Support Team by Phone or Email to raise an Incident or a Request. Our KPI’s require our Technical Support Team to process at least 75% of all reported incidents locally with a turnaround time of 1 business day or less.
