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 an extensive knowledge base

and pool of a wide variety of technical

expertise.

Service Manager/ Senior Consultant

• Responsible for the technical

ownership of your environment.

• Your trusted advisor across all

technical service delivery.

• Provides you with a high degree of

knowledge and experience across a

broad range of technologies.

Provisioning, Processing and Improving

Service Provisioning Process

At the beginning of the

provisioning process, our 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.

Cancellation Process

To enquire about or confirm

cancellation of services, please

email us at:

cancellations@brennanit.com.au

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. Pulse Survey – In order to

periodically check in on your

satisfaction with our service, we

will add your organisations primary

contact to our quarterly ‘Pulse’ survey.

This can be opted out of at any time,

but we would love your feedback and

will always follow up if there are any

concerns.

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.

To Request IT Support

Priority Level Response Time* Progress Update Resolution

Critical within 30 minutes HourlyResources applied 24/7 until resolved

High within 1 hours Every 2 hours

Mediumwithin 2 business hours^ 1 business day

Resources applied in business hours until resolved

Low within 3 business days 2 business days

Planning within 4 business days Timescale agreed with clients

Resources applied as per time frames agreed with client

Resolution timeframes

*Time between the support request 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 support email: servicedesk@brennanit.com.au or visit: brennanitau.service-now.com/brennan_sp

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 HoursAll Priority levels

Phone Number

1300 500 000 (within Australia) +61 2 8075 8510 (International)

Head of Service Operations

Available 24 hours after Duty Manager EscalationPriority levels: Critical and High.

Phone Number

+61 2 8075 8510 +61 414 656 112

If you require further escalation, please feel free to contact us depending on ticket priority via the details below or email escalations@brennanit.com.au

+612 8075 8510 (International)

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

Phone (within Australia): 1300 500 000Phone (International): +612 8075 8510Web: brennanitau.service-now.com/brennan_spEmail: servicedesk@brennanit.com.au To request support stickers for end users or assets, please request via your Client Manager.

To download a copy of this document and more, visit brennanit.com.au/information-centre

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: brennanitau.service-now.

com/brennan_sp

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: mymy.brennanit.com.au

Extranet

The client extranet portal is a

collaboration space between

Brennan IT and you, where you

can find contracts, monthly

reports and meeting minutes

produced over our relationship

together. Please contact your

client manager for access

details.

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

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 | +612 8075 8510

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