Once the initial diagnostic checks have been performed, and if any issue is found, please report with affected CLI(s) and confirmation of all the above with any other relevant information and symptoms to email@example.com or 01614443333 (option 2 > option 1) where a support ticket will automatically be raised and communicated back to you.
These checks will enable you as a reseller to potentially diagnose any issues at first point of contact for your client. If an issue is found from initial diagnostic checks, all the relevant information can be provided to Invosys. This will enable us to perform checks and have all the information to hand to report to our network suppliers.
Once the issue is reported to Invosys, you as a partner will receive an automated email to advise that your query has been received along with a unique ticket reference.
Invosys will then add a priority to the ticket according to the below chart. Invosys will use best endeavours to resolve all issues as swiftly as possible, but as issues may need to be passed on to network suppliers, the target fix time is also included. For priority level descriptions and target fix timelines, please see relevant section below.
Invosys offer a 24/7 fault reporting facility for service affecting issues via firstname.lastname@example.org or 01614447787 (please ensure that any emails sent to this address are followed up with a call). If a fault is reported outside standard office hours (Monday to Friday 9:00-17:00) the same initial diagnostic checks need to be completed by you as the reseller at 1st point of contact in order to establish the issue and gather all relevant information.
Invosys reserve the right to make appropriate engineer charges at £50 per hour (or part thereof) for any non-service affecting issues reported out of hours without appropriate 1st line diagnostic checks performed where engineer further investigations reveal there to be no fault.
Should you require any further Invosys portal training, please feel free to contact your dedicated Invosys Account Manager.