Client support

Service management

UAC has been providing critical software services to the tertiary education sector for more than 50 years and has a long-term customer base. Our service management team works closely with our customers to understand their needs and objectives and to drive ongoing customer success.

Framework for success

UAC uses a service management framework of global best practices based on Information Technology Infrastructure Library version 4 (ITIL 4). At the heart of this framework are our people, tools, practices and governance, which come together to provide proactive and efficient service to our customers.

Underpinning this framework are four core values.

1. Quality service

  • Respond quickly
  • Communicate effectively
  • Resolve issues first time

2. Continuous improvement

  • Adapt support to user needs
  • Improve user experience

3. Positive user experience

  • Add value and meet expectations through reliable and responsive support

4. Ongoing customer success

  • Provide enduring quality service
  • Govern services with performance management, measurement and documentation

Our service management tools

UAC uses a range of tools to help manage end-to-end service delivery.

Jira service desk

Jira service desk allows users 24/7 access to log service requests or incidents, check the status of tickets and communicate with the service desk team. UAC integrates the service desk tool into client support pages to provide a seamless experience.

Jira product management

Jira's service desk links to the product team to manage defects, changes and releases. It also documents continuous improvements, problems and development sprints.

Confluence knowledge base

Confluence houses the internal knowledge base and collaboration space used for maintaining issues, risks registers, report templates and periodic service reports.

Helpjuice training platform

Helpjuice stores all training articles, videos, FAQs and release notes, and integrates with our platforms.