Communication Flows
The main means of communication between the customer and employees of the ANECT TS are the web, telephone (Green line), fax (Green line), e-mail and SMS messages.
ANECT operates its own trouble-ticket system - Helpdesk - in which all requests for the technical support are registered regardless of the way the problem had been reported. The system has also information about the responsible persons and other information about the status of the trouble resolution.
An on-line access to the HelpDesk through the Internet enables the customer a fast and easy way of filing a request for the technical support, verification of the procedure of the open cases, viewing the closed cases and their various statistics.
The dispatcher center is responsible for managing the resources of the technical support as well as for the communication between the customer and the employees of ANECT.
Communication Using Internet
The preferred way of communication concerning the requests for technical support is via the internet. On the address https://www.anect.com/helpdesk it is possible to file a request for technical support or to view its current status 24 hours a day, 7 days a week.
It is also possible to contact the ANECT TS center using email on the address helpdesk@anect.com 24 hours a day, 7 days a week.
Communication Using Telephone
Notification of requests or communication with the employees of ANECT TS can be done 24 hours a day, 7 days a week, using free ANECT Green line telephone
number +420 800 156 137 or on the mobile phone +420 724 427 999. The phone calls are answered by the ANECT TS dispatcher.
Another way is to use a free ANECT Green line fax number +420 800 156 138 which is available 24 hours a day, 7 days a week. The fax number +420 271 100 101 is also available.
In case of a phone call ANECT TS dispatcher center starts immediately the processes leading to the resolution of the issue, however it is necessary, that the customer sends immediately after the phone call a confirmation email to https://www.anect.com/helpdesk or to helpdesk@anect.com or on fax numbers +420 271 100 101, +420 800 156 138.
The repair time or the response time is then calculated beginning with the moment of electronic or fax notification (confirmation) of the request.
