Supporting You

At Simply Personnel you use our online 24/7 service call during business hours to log your support calls.

Problem Classification

We have 4 different categories as show in table 1 below. When logging a call, our helpdesk will classify your call into one of the four categories. Our support staff is experienced and can quickly classify a call so it can be dealt with immediately and efficiently. You will be given a unique call number so you can always check the status of your call whenever you want.

  • Full System Down - 1 Working Day

    • This means the entire system is not useable and is unavailable and every user is affected.

  • Minor Error - 2 Working Days

    • The system is only unavailable to one or more users or a large and major area of functionality isn’t working properly.

  • Major Error - 4 Working Days

    • A bug is causing minor annoyance or clarification and/or guidance is required with using the system.

  • Client Query - N/A

    • A client has a feature they would like to suggest or see in the reports or is having a problem clarifying how to use an area of the system in which they just need assistance.


The Overall Support Experience

  • When the lines are busy a message is logged so the Helpdesk can call you back.
  • Helpdesk will notice messages logged for a call back within an hour under normal circumstances.
  • Helpdesk will keep the client updated on the progress on a regular basis and no less than once a day unless otherwise arranged.
  • After a call has been logged, a qualified helpdesk technician will always investigate the problem.
  • Helpdesk calls are handled by email, post or phone. Site visits aren’t included in the helpdesk service.



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