6.1. Overview

It all starts with great service

At XSTRA we have built our reputation on a foundation of Xceptional Client support

XSTRA has 3 teams that deal with different problems, incidents and requests

• XSTRA Service Desk Team
  • XCRM Entity Records Management
  • Ticket management
    • Escalations of Incidents to all XCARE Teams
    • Co-Ordinated 3rd Party Response management for Incidents & Requests
  • Service Level Agreement (SLA) targets management across all teams

• XSTRA Rep Tech Team
  • Undertake repetitious tasks based on set Procedures
  • Handle all Tickets of type: REQUEST – for XSTRA Equipment supplied to Clients
    • Specifically: Moves Deletes Adds Changes (MDAC)

• XSTRA Help Desk Team
  • Incident Ticket Management for XSTRA Equipment supplied to Clients