Cloud-U Telecoms

From 01/01/2023 Cloud-U has initiated the 7-hour work policy for all of our employees, who work seven hours - five day a week but at the same time they retain all the privileges of the 8-hour work without any exception.
  • Contact Support Team
  • Department (HELP-DESK) Technical Support

The main mission and responsibility of the Technical Support Department (HELP-DESK) in relation to the CUSTOMER is to manage each reported fault request from the CUSTOMER's authorized personnel, which concerns a problem or malfunction related to the maintained telephone center (t.c.) and to further inform the CUSTOMER about the progress of resolving the requests and to generally provide additional and necessary information to the CUSTOMER.

Telephone calls to the Technical Support Department can be made as follows:

  • On working days & hours, i.e., from MONDAY to FRIDAY (excluding official holidays) between the hours of 9:00 and 17:00
  • On all other days and hours without exception (for all days of the week and for the entire year) at the security technical department.

The communication channels of the Technical Support Department (HELP-DESK) are:

  • Reporting of Fault or Request

Every request for reporting a fault from the CUSTOMER shall be submitted in writing to the Technical Support Department (HELP-DESK) via Fax or Email. Each reported problem-request will be filed in the customer's folder and will always maintain a filing number. The filing will include the time of reporting the fault, the person who reported it and their role (what kind of user they are and where they belong), and the problem itself.

This process will be followed to avoid disputes regarding the reporting of the problem and the time of reporting, as well as to enable monitoring of the status and life cycle of the event.

The Technical Support Department (HELP-DESK) will promptly handle the problem with the aim of resolving it as quickly as possible. If it is not possible to resolve the problem in the first phase by the Office personnel (HELP-DESK), then escalation of the problem will occur to the Technical Support Team or to the On-Site Intervention Technical Team (according to the response times (specified in Article 2 of this document).

  • CUSTOMER Update from the Company

Between the Technical Support Department (HELP-DESK) and the CUSTOMER, the following information will be exchanged at the described frequency:

At the end of each quarter from the signing of the Contract, our Company will submit to the CUSTOMER a report on the level of satisfaction with the Provision of Guaranteed Services, which includes:

  • A list of problem reports (fault or malfunction) and the type of problem per Service, as well as their resolution. (i.e., a list of calls and service reports).
  • Detailed information on response times of the Support Department per call and overall distribution.
  • Detailed information on each problem call (fault or malfunction) that was resolved beyond the time constraints specified herein (Support Office response time, restoration time, problem details).
  • Quarterly periodic reports will be submitted by our company to the CUSTOMER on the fifth working day of each beginning of the quarter, and will include the elements specified in this paragraph for the previous quarter.
  • At the end of the service provision period, our company will submit to the CUSTOMER a final report, which includes a summary of the above information for the entire contractual period.
  • Communication Levels

Communication levels are distinguished as follows:

Level I

At this level, authorized personnel of the Customer's Technical Service communicate with the personnel of the Technical Support Department (HELP-DESK). This level covers the usual workflow, and in each communication, the details of the personnel are exchanged for the resolution of daily minor issues.

Level II

At this level, the responsible coordinating body of the CUSTOMER (Telecommunications Manager) communicates. This level covers issues of quarterly regular reports, planning, and implementation of predetermined preventive maintenance procedures.

The communication liaison for this level from our company is Mr. Grigoris Gkotsis, the head of the Technical Support Department (HELP-DESK).

Level III

The Help-Desk staff continuously records and evaluates the reported problem, conducts necessary checks (e.g., machine identification and composition, machine history, etc.), and determines the required resolution actions.

The Help-Desk service investigates the possibility of solving the problem in communication with the user or the installation manager. If the problem is not resolved over the phone, the call is assigned to an engineer, to whom all relevant information is provided (fault determination, machine history, etc.).

If the provision of a spare part is required, it is arranged in collaboration with the supervisor, and a visit by an engineer is scheduled after the approval of the technical support responsible.

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