The Service Manual is intended to outline the services provided by TOTSCo, ensuring the smooth operation of the One Touch Switch process and enabling customers to maximise their use of the Hub.
Welcome to the TOTSCo Service Manual, your comprehensive guide to understanding and effectively utilising TOTSCo services. This manual provides essential information and structured guidelines to support your organisation in navigating and maximising the benefits of our solutions. Whether you’re a long-standing partner or new to TOTSCo, this manual aims to be a practical resource for efficient operations, smooth transitions, and consistent service management.
Service Levels – Detailed descriptions of our service commitments, including response and resolution times, to help you align expectations and plan accordingly.
Incident Management – A step-by-step guide to reporting, tracking, and resolving service issues, ensuring that any disruptions are managed effectively and transparently.
Change Management – Processes for managing planned change or maintenance update, including process for requesting a change, communication of change and implementation.
Billing and Invoicing – Clear guidelines on billing cycles, invoicing procedures, payment methods and processes.
If you'd like to request additional information to be added to the Service Manual or have any questions, please feel free to contact us.
