Service Desk FAQs
Why is the service desk changing?
We are changing to provide a better customer experience and enable you to:
- Efficiently raise tickets using templates ensuring we have all the information we need to progress your ticket.
- Ability to see all tickets raised by your organisation and track the progress of your ticket
Do I need to create an account for the new service desk?
No. We will create an account for all registered users.
How do I access the service desk?
The service desk can be accessed at https://support.climbglobalservices.com
Your login credentials will be sent during October ’23 from firstname.lastname@example.org
Your user name will be your email address along with the password provided.
I've forgotten my password / can't find the email. What do I do?
Please go to https://support.climbglobalservices.com, click on the 'forgot password' link, and enter your work email. You will be sent reset instructions. If you do not receive an email then you do not have a login to the service desk.
I did not receive a login.
If you did not receive a login, you can contact your account manager or email our support team and they can arrange for a login to be sent to you if your organisation has a support agreement in place. Alternatively, if someone else in your organisation did receive a login, they can raise a ticket to add you as a support desk user by selecting the ‘add a user’ template once they are logged in.
Will my Client receive login credentials?
No. Only you as the reseller or MSP will receive login credentials to raise a ticket, as you are responsible for first-line support for your customers. You will need to raise tickets on their behalf and work with our engineers to resolve the issue. If you wish to enable your customers to raise tickets with our support team directly, please discuss a extended support with your account manager.
What will happen to my open tickets in the current system?
All active tickets will be transitioned during October. The engineer working on your case will contact you to give you your new ticket number and inform you that you should only use the new service desk from this point and the new ticket trail for replies.
What do you support?
We currently support multiple vendors and you will be assigned support templates based on your support agreement and the products you have purchased. Our standard support covers break-fix issues. If you have purchased an additional support contract, the welcome pack will detail what is included over and above the break-fix.
What is break-fix?
“Break-fix” is an industry term which refers to “work involved in supporting a technology when it fails in the normal course of its function, which requires intervention by a support organization to be restored to working order”.
This would typically exclude configuration advice (e.g. re-connecting to printer) or how to implement new services.
What if I need configuration help or advice?
You should speak to your account manager or email our support team. We offer a range of services where we can complete the work for you, assist, or provide training. In some cases, we can access funding for projects or get access to limited free consultations with a subject matter expert.
What are your support hours?
Our standard support hours are Mon-Fri 9:00 AM-5:00 PM UK time. We also offer 24/7 support packages - please contact your account manager for more information or email our support team.
If you have purchased an additional support contract your welcome pack will detail specific hours and conditions.
What are your initial Response Times for new tickets?