Support

Oxinet is committed to supporting and improving customer care provision. As our business grows and our customer base diversifies, it is important to establish a charter in order to inform, support and respond to our customers’ needs effectively. This page describes the support options available to our customers.

More information can be found in the Customer Service Charter.

Touch Points – Who to Contact and When

At its heart Oxinet is a consultancy firm. We recognise the importance of staying close to our customers and being responsive to their needs. Oxinet strives to provide an exceptional level of customer service and encourage a culture of collaboration with all customers. We understand that when you need support, you need clear channels through which to communicate. Depending on your enquiry, the following support channels are available for you to use, should you require our assistance or wish to discuss a new project:

  • A dedicated Account Manager
  • HelpDesk Access (online and over the phone)
  • Help Guides
  • PEMS User Group

HelpDesk

We understand that when you need support, you generally need it now. That’s why our friendly HelpDesk is here to help*. You can email the HelpDesk or use it to log a ticket at any time. Alternatively, you can call us within office hours to discuss your queries.

Please note that new feature requests should be raised via your account manager. If they are raised via the HelpDesk, they will be passed onto your account manager who will make contact with you.

* An ongoing support agreement is required to access ongoing account management and HelpDesk support.

The online HelpDesk provides users with the facility to:

  • Raise support tickets.

  • Track the progress of your support tickets.

  • Search Oxinet’s online knowledge-base.

  • Request new features.

Contact Our Helpdesk

General Enquiries

Should you have a query within office hours, you can telephone our dedicated UK based support team on: +44 (0) 1865 598799.

Out of hours you can raise a query by;

Target Service Levels for HelpDesk

Target service levels will only apply to the live Placement Education Management Systems (PEMS), associated websites and web services provided by Oxinet. During any particular month we aim to achieve service availability of 99.9% for all hosted services.

Incident Management

Below shows our response to any incidents reported via the HelpDesk in accordance with the incident’s priority level. Where reasonable, Oxinet may suggest workarounds to address any customer issues.

Priority
Level
Incident
Description
1Total non-availability of the PEMS Products or a material part thereof.
2Where the use of a PEMS Product demonstrates that the application fails to comply with the product documentation and it can reasonably be held to materially impact on the customer’s use of the system.
3Where the use of a PEMS Product demonstrates that the application fails to comply with the product documentation but this does not materially impact on the customer’s use of the system.
4Any incident which is recorded but for which Oxinet has no resolution responsibility (e.g. bug in third-party software application).

Note: For priority 3 and 4 incidents requiring a software build, Oxinet may opt to install onto a live environment as part of a scheduled release of PEMS.

Incident Response Targets

The timescale to resolve an incident is determined by a number of factors, some of which may be outside of our control. The response time depends on the extent that Oxinet can control the situation.

Priority
Level
Incident
Description
1Resolved within four normal office hours from when an incident is reported in the Oxinet HelpDesk system, to the time when Oxinet reports that the site/system is once more available.
2 Resolved within fifteen normal office hours from when an incident is reported in the Oxinet HelpDesk system, to the time when Oxinet reports that the incident is no longer occurring in the live environment
3 Parties to agree, on a case-by-case basis, initial response and target resolution times [such times to be measured from the time when an incident is reported in the Oxinet HelpDesk system to the closing of the incident in the system by the incident originator, following successful testing in the test environment].
4No target – Oxinet incident recording only.

Service Level Reporting

Any priority 1-3 incidents and resolution times will be maintained in the HelpDesk system for a minimum of 3 months, from date of reporting of the incident by the customer.

User Group

The PEMS User Group is a UK-centric, independent body designed to support PEMS customers. It ensures the users’ voices are heard with regard to requirements for new system features and future releases.

Oxinet gives highest priority to requests for enhancements from this group.

Find out more

Raising a Complaint

Should you wish to raise a complaint you can do so using the following methods:

  • Complaint relating to system failure or bug – contact the HelpDesk.
  • Complaint relating to the service you have received – contact your account manager.
  • Complaint relating to a domain dispute – refer to Oxinet’s Domain Dispute Policy.
  • If you wish to escalate a complaint further, please inform Oxinet’s Customer Services Manager by emailing customerservices@oxi.net.
  • We will respond to your complaint within 5 working days.

An occasion may arise where you feel that our service has fallen below your level of expectation. We take customer feedback extremely seriously and are committed to responding and resolving issues sensitively, quickly and effectively for the benefit of all parties concerned.

Alternatively, you can write to us:

Customer Services Manager
Oxinet Ltd
John Eccles House
Robert Robinson Ave
Oxford Science Park
OX4 4GP