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Maintenance Connection CMMS Support
Maintenance Connection was founded on the value of Service Excellence, and that has carried through to every aspects of our business. We are committed to providing timely, thorough and efficient solutions to your issues. Try Maintenance Connection free for 30 days yourself to see why so many companies are raving about our support.
Availability
You can contact in Australia via:
Telephone: 1300 135 002
E-mail:
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You can contact in USA via:
Telephone: 888-567-3434 ext. 2
E-mail:
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You can contact in UK via:
Telephone: 0844 335 1113
E-mail:
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Responsibilities
We Will:
- Use best efforts to resolve the incidents you submit
- Document each incident and its resolution
- Track the duration of open incidents and escalate when needed
- Confirm with you that the incident is resolved
You Should:
- Assign an appropriate urgency rating to the incident
- Perform problem determination and diagnostic activities suggested by technical support promptly and completely
- Perform problem resolution activities as suggested by technical support
Incident Severity Levels
The severity level is defined by the incident definition and is intended to portray an objective measure of the problem. Severity levels are assigned by the Technical Analyst.
Some examples of severity levels:
Critical: The customer's application is down and inoperable. All users are unable to use the system. The customer's productivity is threatened.
High: The customer's application is severely limited. The situation is causing a significant impact to certain portions of the customer's business operations and productivity.
Medium: The customer's application is slightly limited. The situation has impaired operations, but most business operations and user productivity continue.
Low: The customer's application or user productivity is not affected.
Incident Urgency Levels
Incident Urgency Levels
The urgency level is a way to classify the incident based on the caller's priorities. For example, if there are deadlines or other constraints involved, urgency may be relatively high even though the severity level is relatively low. Urgency levels are assigned by the caller and allow the Technical Analysts to respond in a more effective manner. Urgency levels are as follows:
1: most urgent
2: normal
3: least urgent
Reporting on Incidents
Please ensure you provide the following information:
- Your email address
- Which application used (Primary CMMS solution, mobile platform, or other)
- Your name
- Company name
- Incident urgency level
- Complete problem descrtiption
Remote Desktop Software
Our Customer Support Reps often utilise desktop sharing software to provide the most efficient path to a solution. Sometimes customer's IT departments limit access to install these tools, so may be required once to request support form in-house IT to assist with this process. As an alternative, customer's may opt to provide detailed screenshots that represent the issue or question to help our support team better understand the problem.
Incident Escalation
The goal of the escalation process is to assist in returning your application to an operational state as quickly as possible. Ultimately, the closure of the incident to your satisfaction is desired. All incidents that cannot be resolved by the Customer Support Rep (1st level support) will be promptly escalated to our Technical Services Support (2nd level support). Should our second level support be unsuccessful, management will be notified and additional resources may be brought from appropriate departments.
Support vs. Other Services
General support questions about how to perform basic functions within the Maintenance Connection software are included at no charge with the Annual Support Agreement. Additional services such as end-user training, development of integrations, software configuration, and other services are considered Professional Services. The Professional Services should be scoped out separately above and beyond the normal Annual Support Agreement. Our Customer Support Reps can help clarify when this applies.