Service line – SPOC

Error reporting – Single Point of Contact

For providing high-quality services for our customers, Infinity runs the Single Point of Contact (SPOC) for reporting the errors of information technology within Support Center division – a Service Line of Infinity.

Service Line or dispatching centre is running continuously, i.e. 24 hrs a day and 7 days a week. It means that the telephonist is on the line all the time and she is ready to accept a phone report on error and submit it to a responsible technician for its solution. Technician, who accepts the service report, usually contacts the caller for specification of more details and eventually, he offers a solution directly on the phone.

The immediate handover of a service report to a technician is done during weekdays from 8.00am to 5.00pm. The errors reported off the working hours are submitted to a technician at 8.00am the following working day. Reports of customers, who have a contract with Infinity for nonstop services, are handed over to a technician as soon as the error is reported - at any time of a day or night.

Except the phone call it is possible to send the form “IT error reporting” by fax or by e-mail or fill in a form directly. This is a nonstop service.

No matter which offered possibility of error reporting you choose, it is necessary to mention all the necessary details about a service case that we ask about in our “IT error reporting” form and that are required by a telephonist on a service line. These details are important for recording the service case in our database and subsequently for their handover to a technician.

In case that the information on a service case is not complete, we will additionally find out more details from a caller or from our goods evidence system. In both cases the time necessary for acceptance of the service case and its solution will prolong.

In case of any questions concerning further services provided by service centres, please, use the contacts mentioned above.