Support Call Procedure
Please adhere to the following procedure when raising a support call with the ABW Systems Team.
- Users should raise any problems with their immediate supervisor. This will aid supervisors in identifying additional training requirements and recurring problems.
- If a supervisor cannot resolve the issue they
should contact the ABW Systems Team following these
instructions:
- For Quick Fixes (i.e. password changes, tweaks to reports etc. that will take no longer than five minutes), users should call 3163.
- For Critical problems (i.e. problems that are preventing a user or users undertaking their normal work processes), users should call 3163 or e-mail the problem to agresso.support@canterbury.ac.uk marking the subject of their e-mail critical. We will aim to resolve critical problems within a day.
- For Urgent problems( i.e. problems giving rise to a user or users having serious difficulties undertaking work but where a temporary work around is possible), users should e-mail the problem to agresso.support@canterbury.ac.uk marking the subject of their e-mail urgent. We will aim to resolve urgent problems within 1-2 days.
- For Major problems (i.e. problems giving rise to a user or users having some difficulties undertaking work but where a temporary work around is possible), users should e-mail the problem to agresso.support@canterbury.ac.uk marking the subject of their e-mail major. We will aim to resolve major problems within a week.
- For Minor problems (i.e. problems where general advice or assistance is required for non urgent tasks), users should e-mail the problem to agresso.support@canterbury.ac.uk marking the subject of their e-mail minor. We will aim to resolve minor problems within 2/3 weeks.
- For Nice To Have requests, users should e-mail agresso.support@canterbury.ac.uk marking the subject of their e-mail NTH. We will aim to resolve these at some point in the future.
Please note, if you submit an email without a priority, which is obviously not critical, it will be treated as minor
What you can expect from us in return