|
|
Help Desk Support Hours and Escalation List
|
| | | | Support Business Hours | Monday to Friday
7am – 7pm AEDT | | | | | | | | Excludes National Public Holidays | The Helpdesk is not manned outside these hours.
Contact numbers: - +61 3 9535 2380 (within Australia)
- +61 3 9535 2380 (outside of Australia)
| | | |
Weekend Support
| | | The weekend support hours arefrom 9am to 5pm AEDT on Saturday and Sunday. All calls to weekend support,are chargeable at a rate of AUD $150.00 + GST per half hour. A confirmation of purchase order number is to be provided to the weekend support consultant prior to investigating the issue. Our weekend support staff willuse best efforts to resolve the issue where possible. If not resolved the incidentwill be continually followed up until resolution. Please be aware that weekend support is only for critical system support issues. | | | | | Pentana Solutions Help Desk escalation process | Below is a list of people to contact if you need to escalate an incident. | | | | | Executive & BI (Executive ERA and Automotive Intelligence) | | Manager | Heather Redford | +61 3 9535 2222 | | | | | Help Desk | | | | Support | | +61 3 9535 2380 | | Parts & Service Team Leader | Lisa Thomas | +61 3 9535 2222 | | Accounting/Payroll Team Leader (ERAnet) | Dipalee Shah | +61 3 9535 2222 | | DealerPRO Team Leader | Chris Dart | +61 3 9535 2222 | | DealerSocket CRM | Jason Collins | +61 3 9535 2222 | | Vehicles Team Leader | Dipalee Shah | +61 3 9535 2222 | Help Desk Escalations
escalate@pentanasolutions.com | | | | | | | | Mega Dealer Group (MDG) | Glen Woodman | +61 3 9535 2222 | MDG Escalations
mdg.escalate@pentanasolutions.com | | | | | | | Victorian Manager | Glen Woodman | +61 447 231 111 | | Global Support Manager | Frank Versace | +61 458 341 444 | | | | | LSF & Web Services | | Support | | +61 3 9535 2389
+61 3 9535 2380 | | Escalations | Grant Evans | +61 3 9535 2222 | | Manager | Brooke Atkin | +61 3 9535 2222
+61 427 770 931 | | | | Network Operations Group (NSG & SSG) | | Team Leader | Andrew Taylor | +61 39535 2222 | | | | | | | | OEM (Data Services & Franchise Services) | | Support and Installations Team Leader | Joshua Xerri | +61 3 9535 2222 | | Operational Manager | Jenna Swanson | +61 3 9535 2222 | | Manager | Damien Warner | +61 3 9535 2222 | | | | |
|
