For support from DSC, Managed Services customers should follow the process listed below. Non-Managed Service customers should use the “Contact Us’ form to discuss requirements with our sales team.
For Priority 1 and Priority 2 calls, please ensure that the Service Desk is initially contacted via the telephone number listed below, and a Service Ticket logged.
Priority 3 and lower can be logged via a Service Ticket, but if urgent, should be followed up by a telephone call to ensure the ticket has been received.
Initial reporting of faults must be direct to the Service Desk contact points. Reporting faults direct to individual staff members, including messages left on personal voicemail, will not be considered as logged and response times will not commence until a Service Ticket is raised within the Service Desk System. It is the customer’s responsibility to ensure that the Service Ticket is raised directly with the Service Desk; this cannot be delegated verbally or in email to a DSC representative other than the listed Service Desk contact points.
Telephone: +61 8 9476 5000, Option 2.
WHAT YOU SHOULD DO BEFORE CONTACTING THE DSC SERVICE DESK.
When you call or raise a Service Ticket, please ensure that you have the following detailed and complete information:
• Your name and location and where and how to contact you in case of a problem
• A description of the problem and its severity
• Any error messages and what was processing at the time the problem occurred
• The applications and versions you’re working with
• Any changes made recently
• In case of a request or question, a description of request or question and relevant details
DSC cannot begin work on Service Tickets that lack sufficient information to accurately classify them or assign a suitable engineer; hence DSC’s service delivery obligations for Service Tickets will only come into effect once the above information has been provided to DSC.