Let’s ConnectSuccessfully working together

In this handbook you will find the primary information that you’ll need as a Brennan IT customer. Included are the processes we follow, Service Desk procedures, where to go for the most up-to-date information and how to contact us.

Please note, this document does NOT constitute a contractual obligation on the part of either the customer or Brennan IT. This document is not intended to supplement or vary any of the terms of Brennan IT’s contractual relationship with you, it is designed to guide you through all aspects of our relationship.

Your Brennan IT support team

Client Manager

• First point of contact for general enquiries, pricing, billing and support

• Connects you to a team of pre and post sales technical resources

• Works with you to develop strategic business solutions and provide ongoing technology education.

Service Desk

• First point of contact for technical support, available 24/7/365

• Certified IT engineers, aiming to resolve most calls the first time

• Access to an extensive knowledge base and pool of Australian based technical resources.

Service Manager/ Senior Consultant

• Responsible for the technical ownership of the client environment

• A trusted advisor across all technical service delivery

• Provides a high degree of knowledge and experience across a broad range of technologies.

Our Service Desk provides around the clock, 24/7/365 support.

Phone (within Australia): 1300 500 000Phone (international): +61 2 8235 9511Web: helpdesk.brennanit.com.auEmail: servicedesk@brennanit.com.au To download a copy of this document and more visit brennanit.com.au/welcome

Online Tools

Service Desk Dashboard

The Brennan IT Service Desk portal provides you with access to the Brennan IT ticketing system. You can enter service requests or faults directly into the system, track the progress of open calls and gather information on the type of calls most frequently logged.

Go to: helpdesk.brennanit.com.au

My Brennan IT

The My Brennan IT portal allows you to manage your network, DNS and email online, as well as monitor your link usage and alerts.

Go to: my.brennanit.com.au

Online Tech Store

Taking the hard work out of ordering hardware and software, our Online Tech Store allows you to shop for the latest tablets, laptops, software and much more, anytime, anywhere…

Go to: shop.brennanit.com.au

Service Desk

Provisioning, Processing and Improving

Service Provisioning Process

At the beginning of the provisioning process, the Service Delivery Team will contact you to confirm the technical details of your order.

They will manage delivery timings, testing and the project handover.

Project Management

Larger and more technically complex projects will have a Project Manager assigned who will work with the Service Delivery Team to provide more comprehensive management of the end-to-end provisioning process. Billing Process

Your billing arrangements will be outlined in your contractual agreement.

If you have any questions with regards to billing, please contact your Client Manager.

Performance Improvements

In order to continually improve and expand our core IT capabilities, we need to carry out regular enhancements and upgrades. Our team will perform maintenance work on Tuesdays and Thursdays between 9.00pm and 12.00am (excluding national public holidays). If there is an emergency requirement to instigate work outside of this time, every effort will be made to avoid any disruption during core service hours. If your services are expected to be impacted, a prior notification will be issued. Service Outages

Unfortunately, unexpected faults do sometimes occur which may directly affect you. We will notify nominated contacts by telephone and/or email in these instances. As a follow up, incident reports will be provided where a major breach of your SLA has transpired, including an explanation of the problem, how it was resolved and any remedial action necessary to prevent reoccurrence.

Feedback

We work closely with our clients to understand and act on service issues as quickly as possible.

To enable this we have the following in place for you to let us know how we’re doing as we work together, and for Brennan IT to continue to drive quality improvements.

1. Ticket Survey – when tickets are closed, the client contact will receive a confirmation email, and can follow a link to provide feedback on their experience.

2. Call Ratings – following calls with our Service Desk agents, users can opt to rate their experience on the call. We will follow up immediately if you did not receive the service you expected.

3. Complaints - If our services still do not meet your expectations, please lodge a formal complaint in writing to service.complaints@brennanit.com.au. We will respond to all complaints within 10 working days.

! Should you plan to conduct works that may impact services provided by Brennan IT, a ticket should be raised for the affected site(s) with the Brennan IT Service Desk.

Resolving an incident

Priority Level Response Time* Progress Update Resolution

Critical 30 minutes HourlyResources applied 24/7 until resolved

High 2 hours Every 4 hours

Medium 4 business hours^ 1 business dayResources applied in business hours until resolved

Low 2 business days 2 business days

Planning 5 business days Timescale agreed with clients Resources applied as per time frames agreed with client

Resolution timeframes

*Time between the incident being logged with Brennan IT and the correctly assigned person / people starting the resolution process.^Monday to Friday: 8.00am - 6.00pm EST. Excluding Public Holidays.

3

Contact the Service Desk on 1300 500 000 (within Australia) 1

For lower priority incidents email: servicedesk@brennanit.com.au or visit: helpdesk.brennanit.com.au

We’ll work with you to define your priority level2

Critical High Medium Low Planning

E.g. Service needs to be restored a.s.a.p. AND multiple users are impacted.

E.g. Service needs to be restored a.s.a.p. OR multiple users are impacted.

E.g. Services affected but can be tolerated for a short time.

E.g. The issue is non-service affecting.

E.g. Service requests as opposed to incidents.

A priority level is determined by the urgency and impact of an incident.

Escalation process

Duty Manager

Available 24/7Priority levels: Critical and High.

Available Business HoursPriority levels: Critical, High, Medium, Low and Planning.

Phone Number 1300 500 000 (within Australia) +61 2 8235 9511 (international)

Service Desk Manager

Available Business HoursPriority levels: Critical and High.

Phone Number 02 8235 9511 +61 2 8235 9511

General Manager, Service Delivery

Available Business HoursPriority levels: Critical and High.

Phone Number 02 8235 3570 +61 2 8235 3570

If you have reason to escalate further, please feel free to contact:

+61 2 8235 9511 (international)

SydneyL14, 45 Clarence St

Sydney NSW 2000 Australia

Newcastle 27 Watt St

Newcastle NSW 2300 Australia

Melbourne L1, 53 Coppin St Richmond VIC 3121 Australia

Brisbane 73 Amelia St

Fortitude Valley QLD 4006 Australia

brennanit.com.au | 1300 500 000 | +61 2 8235 9511

facebook.com/BrennanIT

twitter.com/Brennan_IT

youtube.com/BrennanIT

linkedin.com/company/brennan-it-pty-ltd.

plus.google.com/+brennanit