MANGOSAT / NWNS SERVICE DESK
a.k.a Help Desk or NOC
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The Mangosat/NWNS Service Desk (also referred to as “helpdesk” or “NOC”) primary task is handling and closing incoming tickets.
In order to support Mangosat/NWNS customer’s missions (and more), our multilingual, geographically spread customer service teams are available 24/7, 365 days per year.
Telephone: +1 646 568 7605
Telephone: +91 260 237 3768
24 x 7 Technical Support
If you have technical questions regarding your existing services or you want to report trouble or an outage, please logon to our CRM or contact our Service Desk for immediate assistance:
Email: firstname.lastname@example.org or email@example.com or firstname.lastname@example.org
Telephone: +1 646 568 7605
As a general rule, if the functionality of the network is not providing you the results you anticipated and you can’t get it fixed yourself then contact the Mangosat / NWNS Service Desk.
First step: Customers can initiate action by submitting a query to the Mangosat / NWNS Service Desk. There are 3 ways of doing this:
Together with all the required basic facts such as site specific information, a clear and detailed problem description, the level of service expected, it is important to include all supporting documentation such as screen prints, sample reports or any other helpful information. The supporting information you provide will help NWNS to analyse the problem and to present an efficient solution.
What’s next: Within minutes of submitting your service request, you should receive a confirmation e-mail notifying you that your request has been entered into our system and that a ticket number has been assigned. Typically you can expect operator response within 30 minutes of receiving such an e-mail confirmation.
Our service desk operator will first attempt to resolve your problem without organising for an on-site visit, however an on-site visit may be required after further investigation of the problem.
Summarising: Mangosat/NWNS receives all customer calls in a ticketing system. Mangosat/NWNS assigns a unique ticket number and priority ranking to all new incoming calls and responds to a call based on its ranking. The call receives a priority code as discussed under Call Priorities and Action. The Mangosat/NWNS Service Desk operator solves the problem, documents the solution, notifies the the customer and closes the ticket. If there is more to it, the operator can escalates the call to Customer Support or Development Support.
Every customer inquiry is important in its own right. In a perfect world, every request received by our support staff would be answered immediately and solved efficiently.
Sadly, this is not always possible, and Mangosat/NWNS customer service representatives will almost always find themselves with a (long) list of (other equally important) issues to address.
While we simply cannot fix every problem right away, we can continue to provide the best service possible by treating each request with the attention and concern that it deserves.
This is why Mangosat/NWNS has implemented as system to prioritise tickets fairly and address the enquiries accordingly.
Call priority assignment:
The Mangosat/NWNS ticketing system uses “Priority” to establish timescales and effort to respond to – and resolve an issue (aka ticket, incident, or service request). Priority is derived from an internally defined impact and urgency priority matrix:
It’s important to understand that impact and urgency are not the same thing. Every customer deserves the same amount of attention. The point here is, however, that some requests just can’t wait.
The initial prioritisation is set by the customer (or more general, the request creator). Because we do not expect our customers to know all the definitions and attributes required to objectively determine priority levels, final prioritisation confirmation is done by the Mangosat/NWNS operator. And this is done after working with the customer to better understand the exact situation.
It is possible that the initially set priority needs to be updated while it is being handled. The Mangosat/NWNS operator working on the ticket, can choose to adjust the prioritisation if needed, as needed.
A little bit more background:
The ticket creator classifies the ticket through the service category options, as well as setting the priority. The creator will have the option to nominate the ticket as a major incident if they believe this is a priority 1 incident. A major incident represents the most significant type of service disruption that merits specific communications, coordination and handling protocol to ensure focus on fast restoration of service.
Less abstract but for indication / reference purposes only:
After priority assignment is set, “respond by” and “resolve by” target times are calculated based on the defined priority target times in the invoked SLA. The customer is then updated accordingly. Regular updates are our way to communicate about the Mangosat/NWNS actions and progress towards ticket closure.
Please note: how the ticket will be processed exactly including its timeline and (field) actions depends on the SLA between customer and Mangosat or NWNS. Some problems however may take longer to diagnose and resolve.
Service Desk support charges:
Typically Mangosat/NWNS standard terms and conditions and the appropriate service fee applies. Other terms and conditions may apply if the customer has a valid maintenance – or retainer agreement with Mangosat or NWNS . If this is the case, the content of the agreement prevails.
Occasionally, the customer may require services that are not covered under a maintenance agreement and therefore, considered billable (extra). Examples include:
When a request is deemed to be billable, the customer is informed immediately so that written approval to authorise the work can be organised and shared. Unless agreed differently, customer will be charged the current Mangosat/NWNS service rates plus any incidental expenses. The Mangosat/NWNS Service Desk will inform its customers of the current rate and, if possible, an estimate for the total amount to be billed.
This section is under development.
Interference is a complicated issue and never part of a SLA unless agreed differently.
Service Calls related to interference are organised differently and charged separately.
Click here to learn more about this subject.
The Mangosat/NWNS escalation process ensures that Mangosat/NWNS provides customers the means to give an issue broader attention.
We at Mangosat and NWNS are very committed to delivering high-quality support to all our customers and partners. If you need to escalate a case, our technical or management team is ready and available to help you quickly bring your issue to closure.
Types of escalation:
Escalations occur for a variety of reasons. An escalation management system allows Mangosat or NWNS to identify, track, monitor, and manage situations that require increased awareness and swift action. Mangosat/NWNS provides our customers and partners with the two types of escalation described below:
The essence of our escalation management is to bring order, structure, focused management attention, and additional resources to those customer situations which could otherwise result in a high level of customer dissatisfaction and/or damage to the service provider’s reputation.
When should an escalation be initiated:
For customers and partners who hold a valid support services or maintenance contract, an escalation may be initiated any time after the SLA response time. If you have worked through the standard NWNS support processes and with our teams and you are not satisfied with the level or timeliness of service you received, you can escalate accordingly. Additionally, an escalation should be initiated when there is tangible impact to your service environment, or there is high risk to the business operations.
What is the process for escalating a case:
The entry point into the Mangosat/NWNS escalation process is through your support case (aka Ticket). Please note that for an issue to be escalated, a Ticket must be created (Mangosat/NWNS will not accept escalations solely based on communications via email).
The reason behind this is to get multiple teams involved if need be in a consolidated manner. All communication between the engineer and case/ticket owner from the conception of the case should be documented within the case notes so all involved teams can view the progression of the issue.
How can a case be escalated:
You will be contacted by the assigned Lead or Manager and we will collaborate and develop a communication plan. As needed, a technical plan of action will be co-developed to ensure resolution of the issue. The Lead or Manager will also update your ticket of the case progression.
What are the criteria for closing a ticket:
An escalation will be considered closed if it meets one or more of the following requirements:
As part of our continuous improvement process, the escalation will be documented and reviewed to help Mangosat/NWNS to determine the steps that led to the escalation and how to avoid the issue from reoccurring.
Once resolved to the customer’s satisfaction, the situation is monitored for an agreed-upon period. The escalation team remains on standby and available in case the problem reoccurs during the monitoring period
In the (unlikely) event you are unhappy with our service, we at Mangosat and NWNS want to do everything that’s in our power and possibilities to make you back happy.
For this reason, Mangosat and NWNS welcome your complaint, and we hope you will give us the opportunity to rectify the situation.
But we would like to receive your complaint in writing.
Mangosat and NWNS is suggesting the complaint form which can be downloaded from here.
Alternatively, you are free to put your complaint in any letter format as well.
At any time please remember the following: