Contracted Technical Support
If you are in a centre to which Formula Networks provides Technical Support, you can log a ticket on the FN helpdesk.
All tickets must be logged via a telephone call to the Formula Networks Helpdesk: 061-575400.
Calls to the Help Desk will be answered by a Technician who will endeavour to immediately resolve the issue.
Issues that cannot be immediately resolved will be dealt with as follows:
The Technician will log the ticket on the ticketing system and apply a priority rating.
The Priority Ratings are:
- Level 4 Low Priority- an issue where a single user is impacted. This ticket is expected to be resolved within 8 hours
- Level 3 Medium Priority- An issue impacting multiple users but the impact is of a non-critical nature. This ticket is expected to be resolved within 5 hours.
- Level 2 High Priority – An issue where an entire location (school or centre) is impacted. This ticket is expected to be resolved within 2 Hours
- Level 1 Emergency Priority- An issue impacting multiple locations or a critical service. This ticket is expected to be dealt with immediately and resolved as quickly as possible.
When tickets are logged ,users will receive updates by email on the status of their tickets. The frequency of these updates will be determined by the priority level of the ticket.
It is important to note that this is a new way of dealing with our IT issues and the focus of the Help Desk will be to provide the highest level of customer service.