Absolute has pioneered customer care in the I.T market place helping to maximise the value of I.T. The demands of our customers have changed over the years and Absolute has adapted and developed its business to meet customer requirements.

As Absolute has developed its national presence and capabilities our Customer Services Department has grown and provides our customers with a wide range of pre and post sale services. With highly experienced managers and over half of the staff employed in a service orientated role, Absolute recognises that this area is of clear importance to its customers.

Absolute offers an initial site survey, whereupon our engineers will evaluate equipment and produce a technical report. This report will give specific recommendations and options for the type of equipment and software required to effect the specific installation or upgrade.

Our Customer Services Department has developed an asset audit service, which is incorporated in our managed services portfolio but which can be utilised independently. This service includes the electronic scanning of serial numbers automatically recorded to enable a report to be produced in a format preferable to the customer, ensuring that all assets are accountable at all times.

The Information Technology Infrastructure Library (ITIL) is a set of best practices standards for Information Technology (IT) service management. The ITIL framework is becoming the de facto world standard for Service Level Management, adopted by many companies in Australia, Europe, Asia and the United States. It is a series of processes that are repeatable and measurable which are, part of a continuous service improvement program. This framework has been embodied in the recently announced Australian Standard “AS8018 - specification for service management” covering all aspects of service management.

Absolute has a number of managers trained to varying levels on the ITIL framework and is able to provide our customers with consultancy services for the implementation

Services include:

• Warranties
• Maintenance Contracts 24 x 7 support with a 2 or 4 hour response time
• Project Management
• Consultation
• Service Level Agreements – tailored to specific requirements
• Ad-Hoc Repairs
• Service Desk - 24 x 7 support
• Configuration - Equipment builds and installations
• Appliance safety test and tag service
• Printer maintenance and repairs
• ITIL Consulting

Our Customer Services Department offers our customers a skilled I.T service and flexible support options. We provide a range of authorised warranty services but can also extend and enhance the standard manufacturers’ warranty. It is important to recognise and understand what the standard manufacturers’ warranty includes. Our Customer Services team advises on standard warranties the exclusions and response times offering our customers improved warranty response times on desktops, servers and printers.