Our FAQs

If you have a question about our Service Desk, read our Frequently Asked Questions (FAQs) below. Can’t find the answer to your question? Give us a call.

How does Teneo’s Service Desk operate 24x7x365?

We have local support in the US, UK and Australia with trained, dedicated support staff working in our Network Operations Center in a follow-the-sun model. All team members are employed and trained by us.

The resolution to my problem goes beyond the basic support you provide via the Service Desk. What should I do?

Our basic support services cover the following:

  • Direct access to Teneo experts: Interact with a support engineer who is trained to quickly understand your unique challenges and identify your problem.
  • Provision of step by step, written instructions that you can implement so that you can resolve your issue.
  • Ticket management through our Service Desk portal: Submit, update, check status, and manage support tickets for all of your supported Teneo services.
  • Documentation and FAQs: Access technology manuals, technical guides, software release notes, and frequently asked questions (FAQs) to streamline deployments and incident resolution.
  • Feature releases and updates: Stay current with the latest feature updates, software and hardware updates.

To further support rapid resolution of your problems, we highly recommend our managed services, where we’ll also carry out the incident remediation work for you.

What are your support priority definitions?

We’ll have agreed our priority definitions with you when you first joined our service. For reference, these are as follows:

  • P1 – Critical
  • P2 – High Impact Disruption
  • P3 – Minor Impact Disruption
  • P4 – Information Request

How do I check the status of my support tickets online?

We have a self-service online portal where you can check the latest status of your support tickets and follow progress. You can also review all outstanding tickets for your company. If you need help with our Service Desk support portal, you can download our quick guide.

More information

Our SLAs

Our Service Level Agreement section provides you with our definitions for each incident priority.

View our SLAs

Contact Support

Whether it’s a quick question or an urgent issue, we’re here around the clock to help.

Open a ticket