SUPPORT CALL CENTRE PROCEDURES

How to Communicate with the Support Call Centre

  • You can e-mail your calls to This e-mail address is being protected from spambots. You need JavaScript enabled to view it . You will then receive e-mail by reply with the log reference number.
  • You can telephone the Support Call Centre on 0861 0777 66 or (011) 875-7000 and log the call verbally with one of the administrators.
  • Once the call is logged, a Support Consultant will ring you back regarding the issue.
  • ALL support requests must be sent to the Support Call Centre and not any other Integrity office.
  • You must quote your call reference number for any communication with the call centre in relation to an existing call.

How Software Support Calls are dealt with

  • The Support Consultant will deal with the call via telephone and where available via modem.
  • If the Support Consultant is unable to resolve your issue, they may request additional information is faxed to us or a backup copy of your data is sent to us for investigation.  You will be contacted on a regular basis to keep you informed of the progress.
  • Should the problem be due to a programming issue, the help of a programmer will be required.  The Support Consultant dealing with your call will pass this information onto the Development Director and keep you informed of the progress.
  • Should a program fix have been required, the fix is sent to the Support Consultant dealing with your issue, where it will be tested and when the fix is successful, it will be sent to you via media release, i.e. CD / FTP site together with a media release form.
  • Once the program fix has been loaded, please complete the information on the bottom of the media release form and return it with the media to the Support Call Centre at Integrity Software, P O Box 5664, Rivonia, 2128

Escalation Procedure

To help aid the communication between our companies, if a major issue arises regarding any Integrity services, the following Escalation procedure should be adopted.

This procedure can be triggered either by a member of staff at Integrity, or by yourself.  It should definitely be followed if you feel unhappy about any service issue with Integrity, for whatever reasons.

  • Either call the Integrity Support Call Centre on 0861 0777 66 or fax us on (011) 706-3995 and address the issue to Lucy Wilkinson P.S. Director.
  • The relevant notification will be immediately attended to whereby you will be contacted to discuss the situation and provide a mechanism to achieve an early resolution to the issue.
  • The Consultant allocated to resolve the problem will call you on a regular basis to ensure that the actions agreed are happening to your satisfaction.  This will continue until the problem/issue is completely resolved.

In the unlikely event that you feel you want to make an official complaint, you can either send a fax to the Integrity Support Call Centre detailing your issue on (011) 875-7000, or telephone 0861 0777 66 stating that you wish to make a Verbal Complaint.  The Administrator will be happy to take down the details for you and pass the information onto the M.D.

If a complaint is received, the above escalation procedures are followed and in addition, your issue is recorded on our internal database.  Any complaint issues are reported to the PS Director who will work together to ensure that, not only is the necessary action taken to resolve the issues, but that future problems of this nature are prevented by identifying areas where change is required and implementing any necessary changes

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