Rules of the Game
WELCOME!
First up – a huge welcome from all of us at Infinite Edge!
We are excited to start helping you reclaim trust in your IT, so that you can get the most out of your Technology!
To get you up to speed with how to best work with us to get the most out of your Technology we have put together this onboarding information pack.
Where we’ll be running through things like:
The quickest ways to get help
How fast we can help
How to get help After Hours
What we can help you with
BEST WAYS TO GET HELP
Here we’ll run through the best ways for you to get help (we call each request for help a Support Ticket).
Whenever we talk about a Support Ticket Number – please know that we aren’t doing it to make you feel like just “another number in the system” (that’s the last thing we ever want to do).
We’re doing it to make sure can help you as fast and efficiently as possible (a reference number is typically the fastest way to track things down).
Here’s the best ways to ask for help:
To open a Support Ticket via email, please shoot an email to support@infiniteedge.com.au . This creates a Support Ticket immediately for us to get started on. You’ll receive a reply letting you know we have it.
Make sure the subject line is descriptive (e.g. “Setup new user for Frank”) and put as many notes as possible in the body of the email to save us having to interrupt you to ask for more details.
Telephone
If your request is urgent or you’d like to talk to us, simply give us a call on 03 9988 1832 and we’ll be able to grab all the details and enter a Support Ticket for you.
Bear in mind that while we’d love to be able to give immediate support over the phone, it’s not always possible.
Your Client Portal
You can also visit your client portal at www.infiniteedge.com.au/submit-request to add a Support Request.
After Hours
If you need help After Hours, simply follow the instructions for raising a Support Ticket, we are available via phone, email and portal 24x7x365, however, if you are on a M-F 8-6pm agreement, we’ll get back to you first thing on the NBD.
WHAT WE CAN HELP WITH
We’d like to think we can help with everything 😊
However, the reality is, to be really great at what we do, we have focus on supporting a certain set of products and services.
We call this set of products and services our Business Success Platform (or BSP for short).
We know that using our BSP, you will have a great experience with your IT and if any issues pop up – we’ll be able to fix them quickly and easily to get you back up and running.
We also practice what we preach, running our own business, and our other clients’ businesses, on our Business Success Platform.
We will be going into more detail about our Business Success Platform once your onboarding is complete.
What if I need support for something not on there?
Just ask us!
We pride ourselves on our troubleshooting and problem-solving skills and we are more than happy to help where we can.
Just keep in mind that for products outside our BSP, it may take us a little longer to familiarise ourselves in supporting them (and it may be billed separately to your agreement - check with us if you are unsure).
And if you ask us for something completely outside our skill and experience level and there’s a chance we could break something, we’ll help you figure out where to go to get the best help.