All customers should expect the following from support:

• All support requests are resolved to achieve at least one of the following:
  • Customer is satisfied with the matter
  • Matter is explained as not being possible and why
  • Matter is defined as being a feature request that the customer would like to speak to the Account Manager about to escalate
• All replies should be clear and understandable

What we ask for in return from all customers:

• An effort to provide clear descriptions of the issue
• That the customer replies in a timely manner until the matter is resolved

The following are included in all Standard Support Contracts:

1. All support matters must be officially logged as a ticket and issued with a corresponding Support Ticket number (e.g. ST-721).
2. This can be done by:-
   • Sending an email to support@unitedtech.co.za with the words ‘Support Request’ in the subject line. All other emails will be lost.
   • Completing the online support form on our support centre page.
3. Tickets will be replied to within 24 hours on business days.

Hours of business are:

• Monday to Friday from 8:30 to 16:30

Online chat is available through our website on the right-hand bottom right.

Online Chat is preferable to tickets for the following reasons:

• EMERGENCY LIVE ISSUES
• Matters that require more explanation and a relay of conversation for which tickets may take longer

UnitedTech may undertake to resolve faults or provide assistance via remote access, telephone or email.  Prior to on-site assistance, UnitedTech may perform diagnostics remotely in determination of a fault of failure.  The customer is responsible for supplying remote access to the site in order for UnitedTech to undertake remote support.

The core mission of Bicom Systems is to satisfy its customers. We are committed to bringing high-quality support to our customers and partners. To accelerate and refine the troubleshooting process, we provided users with an effective support escalation system. The escalation process is designed to quickly resolve any issue and to provide the user with the information of every step which leads to the final solution. Each escalating case is assigned to a leader/manager, a person who is well trained to quickly and easily solve any problem that can occur.

We recommend the immediate initiation of a Support escalation process when there is a tangible impact on your production environment, or there is a high risk to the business operations.

Listed below are some examples of reasons to initiate an escalation:

• You feel that the problem has not been well understood by the Support team
• Support team didn’t provide you with a solution that meets your standards and needs
• Frequently recurring or multiple related high-priority incidents where the priority is related to business impact and urgency
• There is a risk of potential or actual damage to the customer’s or provider’s reputation
• The problem that was resolved earlier started recurring and you don’t know what caused it
• Data loss or risk of potential data loss
• You had a poor experience while working with our Support team (E.g. Bad language, poor understanding of the matter or any other inconvenience).

When you should not initiate Support escalation?

The Support escalation process is designed to assist in the most urgent cases. Please consider whether you have taken all the recommended steps before initiating the escalation process.

We do not recommend using the support escalation procedure if:

• You have not contacted the support team before and don’t have an open ticket regarding that issue
• The problem doesn’t represent a big risk to your business
• Support team is already working on your problem and they did not exceed a reasonable timeframe

Escalation Level 1

Escalation level 1 is assigned to the Support Manager who will investigate the ticket in question and provide an update asap. Escalation level 1 can be initiated by sending an email to: servicemanager@unitedtech.co.za

If the problem is not solved or the customer is not satisfied with the result, this process moves to Escalation level 2.

Escalation Level 2

Escalation level 2 is assigned to the Customer Service Manager who is responsible for evaluating the situation, facilitating the issue, and acting as an advocate on your behalf. After finding a final solution, the Customer Service Manager will contact you and provide you with the solution explanation. Escalation level 2 can be initiated by sending an email to: clientservicemanager@unitedtech.co.za