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Request |
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The
simple ComSERVIS
Request procedure
- Customer calls Comserv (Sarawak) Sdn. Bhd. when service is required and specifies the types of service
required.
- On-Line
Assistance, OLA (if accepted), is offered by an engineer within the specified time and if the problem is solved, 25% of a point is deducted from the customer’s available balance of credit points.
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In cases where the problem is not solved via OLA, it is then escalated to
On-Site Assistance,
OSA. An engineer will attend to the problem and one point will be deducted when the problem has been solved. When replacement parts are required, one point is deducted for diagnostics. Replacement parts purchased from Comserv (Sarawak) Sdn. Bhd. shall be installed and tested without additional point being deducted.
- Points will be deducted for parts supplied by customer from other sources, at the rate of one point per part replaced and tested.
- Requests for services other than hardware and operating software defects are chargeable at the rate of one point per man-hour.
- Electronic Media Assistance (EMA), which may be in the form of queries via fax or email is offered FOC,
free of charge.
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