Computer Support Plans

We offer subscription or per-incident help desk technical support for a pre-defined standard suite of technologies. The offering is bundled to deliver a complete package that includes all of the fundamental services an effective help desk provides.

Baseline Service

• 24 x 365 inbound contacts through the telephone, email and Web interface
• Customized company branding and call handling scripts for one toll-free telephone number
• Intelligent knowledgebase FAQs and solutions database used for information and troubleshooting purposes
• Service request management (the logging, prioritization, tracking, research, resolution or dispatch/escalation and follow-up of help desk cases)
• A pre-defined service level agreement which sets expectations for priority levels and response / resolution goals
• The escalation of service requests according to a single-source support matrix, when required
• Secure customer data
• Standard startup templates to gather critical client profile and technical information to ensure that we have defined the business and customer support landscape
• A "welcome package" complements each client startup

Standard, Supported Technologies

Technologies are refreshed on a regular basis as the market evolves. Support can be categorized into tiers or levels based upon complexity, but from our perspective, we prefer to integrate the service and perform all tasks that can be handled from our remote location. Consider transitioning or segmenting help desk assistance for the following:

• Hardware - PC's, PDA's (Blackberry's), printers, scanners and peripherals
• Operating Systems - Microsoft Desktop (2000, XP, Vista), Microsoft Server (2000 and 2003), Macintosh, and Linux
• Applications - Microsoft Office (2000, XP, 2003 and 2007), Interaction, Adobe Suite, Quickbooks, and Blackberry Desktop Manager
• Utilities - Symantec Antivirus, Symantec Firewall, McAfee Antivirus, Remote Administrator, Dameware, Remote Assistance, Gotoassist, Cisco VPN, Windows VPN Client, Windows Firewall, Windows Defender, and Double-Take
• Network connectivity - DSL, Cable, and Wireless
• Internet accessibility - Internet Explorer 6 and 7, Mozilla and Firefox
• Messaging - MSN and Yahoo Messenger, and Microsoft Communicator
• Server Applications - SQL 2000, Exchange 2000 and 2003, Symantic Corporate Edition, Blackberry Enterprise Server, Microsoft Share Point, IIS, 5 and 6, Active Directory, WINS, DNS, Microsoft VPN (Routing and Remote Access), Terminal Server, and Group Policy

Client environments requiring an expansion of services beyond the baseline can easily be incorporated. In addition, support for proprietary applications is also available.

Small and medium-size businesses can easily purchase subscription-based, computer support plans in 6-month and 12-month increments. .

For additional information regarding our computer support plans, please Contact Us.