Helpdesk

Our helpdesk system is the hub of our support operations. Here we are able to track everything we do for you, set priorities on your workload and provide you with detailed reporting.

All incoming issues are routed through our central helpdesk where, if a solution cannot be provided immediately, the issue is directed to the appropriate technician or group for resolution. This process is additionally monitored by management to ensure strict compliance with our customer service policies

The support service is available from 8:00 am to 5:30 pm Monday to Friday, excluding Public Holidays. You can log problems over the telephone, via e-mail or using our 100% web-based incident tracking system – Synapse.

On discovering a problem your nominated contact person should gather as much information as possible about the incident and then contact the B&D System Engineers helpdesk in the way that is most convenient for him/her in order to log a new support incident. The more information we receive the easier it is for us to allocate the right person to resolve the issue speedily.

Our support analysts will continue to assist you to resolve the problem by offering advice, reproducing the problem in-house or suggesting a work-around until a technician reaches you.