A new support portal and support site

Written by Tapio Janasik | 12 February 2010
Posted in Frontpage news - Newsflash

From the 1st March 2010 you will start to see a difference in the way we log, monitor and inform you about the issues you log with us. We are replacing our old issue logging system with a new system designed to help you. We are also launching a new support site replacing our old sites - you are in fact looking at it as we speak.

Why are we doing this?

• You told us that you wanted to be able to log issues with our service desks from within Fronter.
• You told us you wanted to have more information about the issues you have logged with us.
• You wanted an easy way to see how we are performing against our SLA (Service Level Agreement).

What changes will you notice?
From the 1st March our Global Service Desk will be logging all new issues within our new system. You will be able to access all of the issues assigned to you from a new Support tab in the Admin section in Fronter. Please do take a look at the new Support tab at your earliest convenience once it is launched.

You will also be able to log issues with us online or close issues where they are no longer relevant.

How can I find more information?
To help you familiarise yourself with the new portal, we have produced the following video tutorials for you:

Step 1: How to access the new Fronter service portal

Please click here for Video Tutorial

Step 2: How to log an issue

Please click here for Video Tutorial

Step 3: How to view & organise existing issues

Please click here for Video Tutorial

We hope that our new system will help improve the service and information we provide to you