Help Desk Procedure


If your issue is Urgent:

  • Call the Help Desk at 204-272-1451 (Any time, day or night – weekday, weekend or holiday - it does not matter).
  • DO NOT! Send an E-Mail to the Help Desk or Technician or text or call a Technician directly on their cell or office phone.
  • When you call, either the on-call Technician will answer the phone immediately or if for some reason, they were unable to take your call you will be prompted to leave a voice message. You voice message will be broadcast using the latest technology to secondary on-call technician, team lead and VP of service to ensure your call is returned within 30 minutes. You should receive a call back from an available tech typically with 5 to 35 minutes. The paging cycle continues until the call is answered.

If your issue is NOT Urgent:

  • Call the Help Desk at 204-272-1451 Monday to Friday 8AM to 5PM.
  • Or

  • Send an E-Mail to helpdesk@constantc.com. E-Mails are worked on in the order they’re received and could be responded to in a few minutes or a few hours.
    Make sure in your E-Mail you include your name, a phone number where you can be reached over the next 4 hours, your company name and location and a description of the issue with as much detail as possible.

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Company wide outage – Severe Business Disruption

Emergency situation that impacts the entire business, total disruption of business.

Support:

  • 24 Hour Support via the Customer Support Centre (CSC) Telephone Support Line; 204.272.1451
  • Maximum 2 hour response to resolution or next call back.

Resolution Action:

  • Continuous effort until problem is bypassed or resolved;
  • Target resolution – no greater than 8 hours.

Server or Site Wide Outage – Emergency Service

Emergency Situation that impacts a major function of the Customer, or total site outage. (I.E. a particular server is down.)

Support:

  • 24 hour Support via the Customer Support Centre (CSC) Telephone Support Line; 204.272.1451
  • Maximum 2 hour response to resolution or next call back.

Resolution Action:

  • Continuous effort until problem is bypassed or resolved;
  • Target resolution – no greater than 8 hours.

Higher Than Normal Priority – Same Day Service Request

Moderate situation that impacts a portion of business function that is related to 1 or several users. (A higher than normal priority service request that should have attention very soon.)

Support:

  • Business hours support via the CSC Telephone Support Line; 204.272.1451, email to helpdesk@constantc.com, or a call entered via the web interface at constantc.com;
  • Call back within 4 hours

Resolution Action:

  • 1 business day until resolution or next call back;
  • Target resolution - 1 business day.

Normal Priority - Same Day Service Request

Normal situation that impacts only 1 or 2 users. (Normal day to day service requests)

Support:

  • Business hours support via the CSC Telephone Support Line; 204.272.1451, email to helpdesk@constantc.com, or a call entered via the web interface at constantc.com;
  • Call back within 8 hours.

Resolution Action:

  • 1 business day until resolution or next call back;
  • Target resolution - 2 business days.

Next Day Service Request

Negligible situation that has very little or no impact to the customer. (This call is not urgent and can be dealt with either same or next day)

Support:

  • Business hours support via the CSC Telephone Support Line; 204.272.1451, email to helpdesk@constantc.com, or a call entered via the web interface at constantc.com;
  • Call back within 8 hours