After Sales Service & Workshop Facilities

Customer Support Process

Your Guide to Efficient Problem Resolution

At ZEAL PVT LTD, we've streamlined our customer support process to ensure your technical issues
are addressed swiftly and effectively. Here's how it works:

Checking Serial Number, Warranty, and Other Issues:

To start, we verify your device's serial number and warranty status to ensure you're covered.
We also take note of any additional concerns you might have, so we can provide comprehensive support.

Contacting You and Understanding Your Concerns:

Once you've reached out to us, we swing into action. Our team gets in touch with you promptly.
We believe in personalized support. We'll listen carefully as you describe the problem, making sure we have all
the details we need to assist you effectively.

Identifying and Resolving Issues Remotely:

Efficiency is our goal. We'll assess if we can resolve your issue remotely to save you time.
If possible, we'll provide step-by-step instructions or conduct remote troubleshooting to get you back up and
running smoothly.

Responsive Email Communication and Ticket Handling:

We understand the urgency of your concerns. When you contact us via email, we respond promptly to
acknowledge your message.
Your concerns are important to us, and we meticulously log and track each one using our ticketing system. Urgent
matters are prioritized for swift resolution.
In certain situations, like when access to a location is required, we'll work on arranging necessary permissions to
expedite the process.

On-Site Assessment and Service Center Consideration:

If remote resolution isn't feasible, we'll assess the need for on-site support.
Our technicians are ready to visit your location if necessary. They'll inspect and diagnose the issue on-site and
attempt an immediate resolution.
If the issue cannot be resolved on-site, we'll make arrangements to either transport the device to one of our
service centers for specialized care or determine the most suitable solution to get you back on track.

Our commitment is to provide you with a hassle-free experience while resolving your technical issues. We tailor
our approach to your unique needs and ensure efficient communication throughout the process. Your satisfaction
is our priority!
 Support Escalation Procedure
Engineering Service Support

1. Call desk 8.30 a.m. to 5.00 p.m. on all working days

Telephone: General line +94 117173702

Help Desk Line +94 117173708
Email support@zeallife.lk

2. Support Mobile (24x7)

Mobile +94 714623073 / +94 760108950

3. Second Level Support (Team Lead – Technical Support)

Sanula Vidunitha +94 760108950

4. Final Support Escalation – (Director - ZEAL)

Telephone +94 117173702
Mobile Phones +94 760108952
Email dananjaya@zeallife.lk
 Job Note Ticket Template

Date
Ticket No
Customer Information
Customer
Contact Person
Contact Number
Product Information
Model
Serial Number
Warranty Status

Problem Description

Remarks Keyboard Damage Burn Marks

Damage on Display Damage on Covers
Corners Damage Marks on Display
Hinge Damage
Marks on Covers
Port Damage
Technical Person’s Review
Warranty Support Defective Note Template
 Preventive Maintenance Template

ZEAL (PVT) LTD

No. 11, Charles Circus, Colombo 03
Tel: +94117173708 / +94760108950 Email: support@zeallife.lk
Technical Support – Preventive Maintenance Note

Date
Ticket No
Customer Information
Customer
Contact Person
Contact Number
Address
Email
Product Information
Model
Serial Number
Warranty Status Purchase Date Warranty End Date

Problem Description

Remark Notes Keyboard Damage Burn Marks

Damage on Display Damage on Covers
Corners Damage Marks on Display
Hinge Damage
Marks on Covers
Port Damage
Accessories

Technical Person’s Review

Note: In Case of Hard Disk / OS failure, formatting of Customer Authorization: I hereby authorize ZEAL to
Hard Disk may be required. This may lead to data loss. provide the necessary repair services. There is no
It is advisable to have a backup of the important data important data/ Programs/ applications on the Hard
files programs before handing over the unit for Disk.
repairs. Only the original OS supplied with the unit will
be restored along with the necessary drivers, updates
& patches.

____________________ ______________ ___________________

Authorized Signature Date Customer Signature
 Scenario 01
Day to day operations with Warranty Parts Within Colombo

Users/ Customers will directly contact the Call Desk to inform them of the problem. The call
desk will log the call and assign the job to an Engineer. At the same time a call reference number
will be provided to the customer for future references. The engineer will contact the customer
to make an appointment in order to have an idea of the situation.

Then the engineer will visit the customer on the date given with d working part if the engineer
manages to identify the faulty over the telephone-conversation & replace faulty part onsite.

During the visit to the user/customer the Customer Engineer will carry a field report in which
the Call reference number and the details of the system with the reported problem will be
printed by the call desk. Once the case is assigned to an engineer, he will be fully responsible of
solving the problem within the turn-around-Time.

Once the Job is completed the customer's signature is requested to have the ticket closed and
to ensure customer satisfaction. However, the customer can refer again with the same call-
reference if he/she is not satisfied with the solution.
 Scenario 02
Day to day operations with Warranty Parts - Outside Colombo

Users/Customers will contact the Call Desk directly to inform the problem. The call desk
will log the call and assign the job to a regional support center. At the same time a call
reference number will be provided to the customer for future references. An engineer will
contact the customer to get an appointment in order to have an idea of the situation.

Then the engineer will visit the customer on the dale given. If there is a part requirement, it
will be informed to the helpdesk. Part will be sent via a courier service. Then, engineer will
replace the part and complete the call. During the visit to the user/customer the Customer
Engineer will carry a field report in which the Call reference number and the details of the
system with the reported problem will be printed by the call desk. Once the case is assigned
to an engineer, he will be fully responsible of solving the problem within the turn-around-
Time.

Once the pb is completed the customer's signature is requested to have the ticket closed
and to ensure customer satisfaction. However, the customer can refer again with the same
call-reference if he/she is not satisfied with the solution.