[ENGLISH TRANSLATION BELOW]
Vanuit Nextlogic werken we continu aan het verbeteren van onze dienstverlening, waaronder ook onze bereikbaarheid buiten reguliere kantoortijden.
Wat is piketdienst?
Piketdienst betekent dat er bij Nextlogic altijd iemand bereikbaar is bij verstoringen, ook als Nextlogic eigenlijk gesloten is (’s nachts of in het weekend).
Wanneer wordt gebruik gemaakt van de piketdienst?Buiten
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Piketdienst is van kracht buiten reguliere kantoortijden én op officiële feestdagen. |
De reguliere kantoortijden van Nextlogic zijn van maandag t/m vrijdag tussen 0908:00 en 1718:00, daarbuiten geldt het piketprotocol.
Wie mag gebruikmaken van de piketdienst?
De deelnemende barge operators, terminals en depots. Een schipper neemt bij problemen altijd contact op met de barge operator.
Hoe kan ik Nextlogic bereiken tijdens piketuren?
Via het operationele telefoonnummer: 010 - 316 96 96.
Buiten kantoortijden zal een automatisch bericht afgespeeld worden, waarna een keuze volgt én waarbij gekozen kan worden om doorgeschakeld te worden vind een doorschakeling plaats naar onze externe belcentrale.
De belcentrale zal op basis van een standaard protocol de urgentie bepalen en verwijzen doorverwijzen naar onze online support.
Bij een kritische verstoring wordt contact gemaakt met Nextlogic en volgt een terugbel verzoek. De piketmedewerker neemt dan vervolgens contact op.
Waar mag ik Nextlogic voor benaderen tijdens piketuren?
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Kritische verstoringen die niet kunnen wachten tot bovengenoemde kantoortijden, zijn:
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Voorbeelden van niet kritische verstoringen en waarvoor de piketdienst niet benaderd kan worden:
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[ENGLISH]
At Nextlogic, we are continuously working on improving our services, including our accessibility outside regular office hours.
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Stand-by service means that there is always someone available at Nextlogic as a first point of contact for emergency situations ciritical disruptions outside regular office hours (at night or during the weekend).
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Outside regular office hours. Nextlogic's regular office hours are from Monday to Friday between 09:00 and 17:00, otherwise the stand-by protocol applies.
How can I contact Nextlogic outside office hours?
Using the operational telephone number: 010 - 316 96 96
Requests via support or chat (only applies temporarily to new participants) are handled during regular office hours.
Who is allowed to contact Nextlogic outside office hours?
The participating barge operators, terminals and depots. A skipper calls in case of problems with the barge operator.
How can I contact Nextlogic outside office hours?
Using the operational telephone number: 010 - 316 96 96.
Outside office hours an automatic message will be played, after which a choicemenu follows and you can choose to be forwarded to our external call center.
The call center will determine the urgency based on a standard protocol and refer to our online support.
In the event of a
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critical disruption, Nextlogic is contacted and a callback request follows. The stand-by employee will then contact you.
For what can I contact Nextlogic during stand-by protocol?
For very urgent/serious calamities Critical disruptions that cannot wait until regular the above office hours .
How do I know if it is an urgent/serious calamity?
Based on this checklist:
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It concerns a call in the rotation that takes place during stand-by.
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All data has been checked and adjusted where necessary in Nextlogic. Common topics are:
TEU numbers are correct for both unloading and loading calls.
There are no conflicting restrictions
The specified FW or BTM windows are correct
Ship has been given an actual arrival time in Rotterdam
Skipper has kept him/herself to the sailing plan
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are:
The Service (web interface) is not accessible for multiple accounts within one Customer;
There is a long-term (>6 hours) disruption at Portbase (MCA);
The Integral Planning does not provide any updates for a long time (>4 hours).
Examples of non-critical disruptions for which the on-call service cannot be contacted:
Rotations/calls that are not (or not as desired) planned because of:
TEU problems,
Restriction use,
Missing actual arrival times for rotations,
Improper use of FW/BTM windows,
Whether or not intentionally deviating from the sailing plan,
Removed or insufficient quay availability at TDOs,
Configuration changes to Barges and Terminals locations, such as changes to master data, working hours of barges, opening hours of TDOs, bollard changes, etc.
User management, such as creating accounts, resetting passwords, and other general user issues.
Is this process also being evaluated?
Yes, on the one hand we draw up an overview with (where possible) standard solutions on the basis of the most common calamitiesthroug out Nextlogic Online Support. On the other hand, we naturally like to keep in touch with everyone to find the right balance around stand-by.
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