Tactiv Support Services
Tactiv provides as a standard responsive and friendly support for our clients via the Tactiv Client Support help desk. All Enquire clients have access to our Help Desk, as well as our online Enquire Knowledge Base, in order to get the most out of the Enquire experience. Our help desk provides:
- Telephone Support
- Online Support Portal
- Online Knowledge Base
Support access options includes:
- 0800–1700 Business Day AEST Live Agent Support
- 24/7 telephone voicemail to ticket
- 24/7 web form to ticket
Tactiv’s Incident, Problem and Change Management are aligned to ITIL Standards.
All Enquire clients have access to our standard support offering. The Tactiv Client Support Services help desk offers a variety of means to connect with us and get help and advice. Contact us directly through our online ticket form, support portal or call us, Tactiv’s help desk offers client a single service for support request.
All issues are ticketed, interactions are logged and reported. All issues outside the service agreement are provided to the client for resolution. Standard support also includes Enquire software upgrades.
Additionally access support resources including Help and Tips for using Enquire, FAQs, webinars and other information on using Enquire. Tactiv’s help desk are product experts with a deep understanding of Enquire and the grants, contract and project management sector. Tactiv’s help desk also deliver training and are the first point of contact for technical assistance and new work and feature requests.
Tactiv’s Client Support Services includes our Enquire knowledge base offering support articles on functions of the Enquire solution. All articles are categorised, tagged with keywords and indexed to allow for searching across the knowledge base. If a solution is not found in the knowledge base clients can log a support ticket.
The ticketing system is integrated with the knowledge base to highlight published articles that may be relevant to a problem being raised by a requestor as they type, minimising the time required speaking with the support team.
Through the ticket system a client can view the status, correspondence and update the ticket within the system. Clients authenticate to the Tactiv Ticket System via a username and password provisioned with the support agreement.
Enterprise Support Services
Through Enterprise Support Services Tactiv offers dedicated direct phone and online assistance to all end users of Enquire – including applicants, so that day to day technical issues are resolved without ever needing the attention of our clients.
External users can submit priority requests regarding a point in time technical and usability problem and receive direct assistance resolving issues.
All issues are ticketed, interactions logged and reported. All issues outside the service agreement are provided to the client for resolution.
Enquire users or Client Portal external users can submit priority requests regarding a point in time problem and receive direct assistance resolving the issue.
- Dedicated Telephone Help Desk
- Online Ticket Support System
- Issues identification, replication, classification and escalation
- Level 1 and 2 Issue Support and Resolution
- Warm Handoff
- Post Incident Report Requests
- Service Management Reporting
Enterprise Support Services provides dedicated and prioritised support based on the demands of your organisation. This service includes priority and dedicated ‘break-fix’ incident based service.