Portbase’s Service Desk is the single point of contact for your questions concerning the services. Contact our team of trained and specialised staff for the answers to all your questions.
The Service Desk 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 the Service Desk. They are available during office hours, from 8:00 to 18:00, at +31 (0)88 625 25 25 or via e-mail at email@example.com. Urgent notifications outside of office hours can be passed on to the Service Desk member on standby. Our staff member on standby can only be reached by phone. The standby number is +31 (0)6 51 88 44 56. We will only read e-mails outside of office hours if this has been agreed to with the staff member on standby.
Once you have submitted your notification, our Service Desk will prioritize based on a number of criteria. The priority of your notification will indicate the time the Service Desk expects to invest in solving your notification. An example for 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.
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.
Overview of the various reports
First, 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.
Second, you will receive e-mail confirmation as soon as the Service Desk has taken your question/notification in hand. This means you will be kept informed of every single step within the process.
Third, you will be informed as soon as the Service Desk has a solution regarding your question/notification. This message will either be passed on by phone or by e-mail.
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.
The first and second line
The employees at our Service Desk have been trained to provide clear and concrete answers to your questions. This process consists of a 1st and 2nd line. We are pleased to
share the following overview of the staff standing by to help you in each phase.
The first line employees are your first point of contact, both by phone and by e-mail. They will register your question/notification. You contact them directly for any user questions. They 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.
Team Manager Service Desk
The Portbase Service Desk does everything within its power to be of optimal service to you 24/7. Should you have any questions about the Service Desk’s services or the determination of priority, please contact us by phone on +31 (0)88 – 625 25 25 or by e-mail at firstname.lastname@example.org.