QHSE Integrated Solutions Customer Service System Manual

Transcription

1 QHSE Integrated Solutions Customer Service System Manual QHSE Integrated Solutions Pty Ltd ACN Suite 7/191 Melbourne St PO Box 138, North Adelaide South Australia 5006 Ph

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3 ADD A NEW REQUEST: 1. In the main page please click on Add Request button. 2. Please enter the Title and Issue. a. If there is any screen shot or file to attach, use Choose File to upload it. b. If there is more than one file to attach click + to add more files. c. Click Add Request to register your request. After registration, system will provide a code for your request. Please Note: When adding a new request please make sure that there is only one item per request. To ensure your requests are managed in a timely fashion, all correspondence should be made through the system. Requests should be made only once. If a request needs modification or cancellation, please let us know by sending us a message through the system. SEARCH FOR YOUR REQUEST: You can search on the items below: System: If we have developed more than one system for your company, you are able to choose from a list. Title: Only a part of the title is enough to search Issue: Only a part of the issue is enough to search Code: Only a part of the code is enough to search Task Type: This includes: New Innovation, Warranty and Training Issue. Date Sent Task Status Active Tasks Only: If you choose Yes, only the tasks in process appear. : If you choose No, only closed tasks appear. If you wish to see both you can choose N/A. By either choosing Active Tasks Only option or clicking Search button the result appears. Page2

4 Please Note: We update Status, Deadline, Time of Remedy and Resolution details regularly. Requests with a new message or any update appear in yellow. SENDING A NEW MESSAGE: By clicking the Conversation button in front of each request you can make a comment about the request. On Conversation Page, you only need to select the receiver and enter your message and click Add Conversation. In this page you can also see the previous messages which have been sent or received by you in a list. Please Note: Requests with a new message or an update will appear in yellow in the search page. We will leave a message for you about any request where further information is required. Please answer our questions by sending a message back. For new innovations which you wish us to proceed with, please send us a message. If a request needs modification or clarification, please let us know by sending a message. Page3

5 REQUEST DETAILS: By clicking a request s code on the list, you can see the request s details, including files attached to the request and the resolution of the issue if applicable. Please note: We usually provide a Resolution for Training Issues. Any request with a new resolution appears in yellow. If you have any questions about a provided resolution or any detail of a request, please send a message to us. SUPPORT AGREEMENT: If you wish to see your organisation s Support Agreement details, please click View Support Agreement button. If you have already provided a Support Agreement, in Support Agreement page you can see all its details. Page4

6 QHSE s custom development conducted within the support agreement is also included in our warranty, and should any defects arise these will be corrected at no cost. The requests which are not covered under your product warranty conditions can be performed using one of the options below. PAYMENT OPTIONS 1. If your company is not covered under a Service Agreement, any new development will be charged at our standard programming rate of $165 AUD per hour. 2. Significant cost savings can be realised by entering into a QHSE Support Agreement. The Platinum Level reduces the cost to $95 AUD per hour. All prices quoted are exclusive of GST. Uploaded for your consideration are our current Support Agreement Options on Support Agreement Page. Please advise us of which option you seek to utilise, before approving any new innovations. Page5