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XCARE – Client Support
It all starts with great service & support
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IT All Starts With Great Service & Support
At XSTRA, we’ve built our reputation on a foundation of Xceptional Client support called XCARE.
To assist us, XSTRA has developed a total ticket management platform called XCRM.
To log a ticket, please send an email to: support@x.direct
See other ways you can contact us HERE.
To assist us, XSTRA has developed a total ticket management platform called XCRM.
To log a ticket, please send an email to: support@x.direct
See other ways you can contact us HERE.
XCARE Teams
XCARE Service Desk Team
• Business-As-Usual (BAU) technical support
• XCRM Entity Records Management
• End-to-End Ticket management
• Escalation of Requests to the XCARE Rep Tech Team
• Escalations of Incidents to the XCARE Help Desk Team
• Co-Ordinated 3rd Party Response management for Incidents & Requests
• Service Level Agreement (SLA) targets management across all teams
• XCRM Entity Records Management
• End-to-End Ticket management
• Escalation of Requests to the XCARE Rep Tech Team
• Escalations of Incidents to the XCARE Help Desk Team
• Co-Ordinated 3rd Party Response management for Incidents & Requests
• Service Level Agreement (SLA) targets management across all teams
XCARE 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)
• Your request will follow strict change management processes
• Handle all Tickets of type: REQUEST – for XSTRA Equipment supplied to Clients
• Specifically: Moves, Deletes, Adds, Changes (MDAC)
• Your request will follow strict change management processes
XCARE Help Desk Team
• Incident Ticket Management for products and services supplied to our Clients (“the Equipment”)
• The team is split into silos, each trained and focused on a particular technical specialty
• This ensures your incidents are managed in a time efficient manner with accurate records
• The team is split into silos, each trained and focused on a particular technical specialty
• This ensures your incidents are managed in a time efficient manner with accurate records
Other Services
For Clients who also have our XVOICE service, we offer “White Label” XCARE solutions. Your phone calls can be answered in your own company name, providing a thoroughly professional image to your internal team members.
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