This is how the Portbase Service Desk works
Portbase’s Service Desk is the single point of contact for all your questions concerning the services. Our team of trained and specialised staff is at your service 24/7. To ensure that notifications are efficiently dealt with, we use a priority system to make sure that notifications are properly dealt with. You can read the description of the process below.
Portbase Support can be contacted 24 hours per day, 7 days a week. Do you have any questions or would you like to submit a notification? Please contact us. They are available during office hours, from 8:00 to 18:00, at +31 (0)88 625 25 25 or via e-mail at firstname.lastname@example.org. Urgent notifications outside of office hours can be passed on to the Support member on standby. This member on standby can only be reached by phone. The standby number is +31 (0)6 51 88 44 56. E-mails outside of office hours will only be read if this has been agreed to with the staff member on standby.
How do we determine priority?
Once you have submitted your notification, Portbase Support will prioritize based on a number of criteria. The priority of your notification will indicate the time Portbase Support expects to invest in solving your notification. An example for the service Vessel Notification: Priority 1 will be allocated when a ship will arrive within 72 hours or if it has already arrived. Priority 2 will be allocated if a ship will arrive within a time frame of 72 hours to a week. A ship arriving after 1 week will be allocated priority 3. All general questions will also be allocated priority 3.
How do we keep you informed?
You will receive several reports informing you of developments regarding your notification. These reports will be sent to the e-mail address listed for the person who has submitted the notification. You will receive the following reports from us:
You will receive e-mail confirmation once your question/notification has been allocated a priority rating. This e-mail will state the priority and the resolution time for handling your question/notification.
Portbase Support will take your question/notification in hand. You will then also receive an e-mail confirmation. In this way you will be kept informed of every single step within the process.
As soon as the question has been fully answered or the solution for your report has been implemented, you will receive an e-mail. In this e-mail we ask you to share your opinion regarding the handling. It is not mandatory to participate, but we greatly appreciate this. This e-mail also means that your report has been closed.
First and second line approach
Our collegues at Portbase Support have been trained to provide clear and concrete answers to your questions. This process consists of a 1st and 2nd line.
The first line employees are your first point of contact, both by phone and by e-mail. You can contact them directly for any user questions. They will register your question/notification and will also provide you with feedback on the solution by phone or by e-mail. They are also responsible for connecting new clients.
Our second line employees handle all technical notifications and questions. They will inform you of the solutions by phone or by e-mail.
Questions about our services or determined priority?
Portbase Support does everything within its power to be of optimal service to you 24/7. Should you have any questions about their services or their determination of priority, please contact us by telephone on +31 (0)88 – 625 25 25 or by e-mail at email@example.com.