TMD Service Delivery Arrangements
TMD has re-organised the way services are delivered to customers.
The main change you will see is that we have introduced a Service Management Centre.
The Service Management Centre (also referred to as the SMC) is the initial contact point for all customer requests.
About the TMD Service Management Centre
The Service Management Centre intends to provide a professional, consistent and accurate capturing and management of all service calls into TMD.
The Service Management Centre can resolve a range of service requests either whilst you are on the phone or via email. An acknowledgement email for all requests will be sent to customers confirming receipt between the hours of 8am and 6pm (Mon-Fri).
More complex service requests will be logged by the Service Management Centre and referred to specialist practitioners in the relevant area of TMD.
TMD Support Hours
One of the key elements to providing our customers with improved service is the extension of our service delivery hours from 8am to 6pm Monday to Friday. These hours of operation are available to all TMD clients and will be progressively reflected in Service Level Agreements as they are re-negotiated.
If Service Level Agreements have extended support arrangements then these do not change.
To maintain and continuously improve service levels there will be regular assessments and reporting of TMD service levels to clients through the Service Management Centre. The information gathered from these surveys and assessments will be used to inform Service Level Agreements and Reporting.
We look forward to providing services to you under the new service model. Please take a moment to check out our new web site. Your ongoing feedback is important to us.