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Lodging a Service Request

24 Hour Phone Line: 1800 818 997
Email: support@btas.com.au
Online: http://www.btas.com.au/support/index.shtml

To help us process your service request in the quickest and most efficent way, please ensure you provide the following information:

1. Your Company Name	The name of your company
2. Site Address	The company branch when the problem exists
3. Contact Name	The person btas needs to contact about the service request
4. Contact Phone Number	Include area code and extension
5. The Problem	A brief and concise description of your problem or enquiry
6. The Priority	Please rate the severity of the call by nominating a priority from the table below
7. Reference Number	If this is a repeat request please provide the reference number of the previous call

btas will provide a reference number for each service request

Please quote the reference number for all verbal and written communication

Priority Table for Maintenance Service Requests

Priority	Description	Impact	Response Time
1	Major Fault	Failure of a minimum of 25% of trunks and / or extensions Failure of all attendant consoles Failure of at least 25% of peripherals Failure of one or more CPUs or controllers	2 Business Hours
2	Minor Fault	Failure which is not a Major Fault	8 Business Hours

Category	Onsite Hours Actual Hours	Remote Access During Business Hours	Remote Access Outside Business Hours
Emergency	26 Hours	2 Business Hours	4 Hours
Urgent	60 Hours	4 Business Hours	8 Hours
Standard	84 Hours	8 Business Hours	16 Hours