ORIX System - SwiftNet Ticketing System, Swiftnet Customer Support

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ORIX
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Our Service Levels

The Response Time for any reported problems shall be two (2) hours.

The Problem Resolution Time shall be according to the severity classifications:

i. High - To be resolved within one (1) working day.

ii. Medium – To be resolved within two (2) working days.

iii. Low – To be resolved within three (3) working days.

CUSTOMER
SUPPORT
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Customer Support Ticketing System - ORIX

SwiftNet is committed to your complete customer support satisfaction. We provide support for website maintenance and remedial support to resolve any complex technical issues. All requests from customers via our Helpdesk, or email will be logged by our customer support ticketing system known as ORIX.

ORIX enables SwiftNet to log, update and track the status of customer’s request, issues, problem etc. Our customers are also able to send in new requests via ORIX or view the current status of their requests online.

The log will record the date, time, details of the request, corrective and follow-up action, and the service personnel. If it is a problem/fault request, SwiftNet will provide an analysis of the problems encountered and propose actions to prevent these problems from re-occurring, and pre-empt similar problems from occurring.

All requests will be classified according to the level of Importance.

For example:
Low – Updates to color, font, style, requests that have minimal or no impact on the customer’s ability to perform its normal business functions.
Medium – Product update requests, pricing update requests etc or issues that affects a particular process for which there are acceptable alternatives to by-pass the issues.
High – Problems that affects the website such that the customer is unable to perform its business functions or has major security implication.

For requests that are classified as High, SwiftNet will perform a thorough analysis of the problem, which include, identification of the causes of problem, the systems affected, the data or any loss suffered and the recommended solutions.

The Response Time starts from the time the problem is communicated to SwiftNet via the telephone, email and ORIX and to the response by SwiftNet to the problem.

The Problem Resolution Time begins upon notification of the problem until the problem is resolved and the defect is restored to a satisfactory working condition.

To access Orix, please log in by entering your username and password to the left of this page.