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| There are two types of Help Desk Services Otscom Offers: |
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| (1) Technical Help Desk |
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| Otscom’s Technical Help Desk offers customers the following services:
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- 24x7 technical phone support through a toll-free number.
- Routing to field dispatch when on-site maintenance is required (for customers with service contracts or with a request for service on a time and material basis)
- Customer access to extensive information via the World Wide Web:
- Technical product information and FAQ’s
- Non-billable software updates via the World Wide Web (what is considered non-billable software updates)
- Maintenance releases
- Software release notes
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| Customers access the Service
Desk Support via a single toll-free call. In the event that a Service Desk
Support representative is temporarily unavailable, Otscom will contact the customer
within one hour of the initial phone call.
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| For customers who do not
currently have a contract for Technical Help Desk, but require assistance outside
the scope of the basic warranty services, Otscom will provide the services on a
time and materials basis.
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| Note: This service is not
designed for customers who require parts support or on-site service.
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Technical Help Desk telephone support as follows:
- Twelve (12) hours (0800-2000), five days/week
- Twenty-four (24) hours/day, seven (7) days/week
- Access to WEB site.
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| For customers who do not currently
have a contract for Service Desk Support, but require assistance outside the scope
of the basic warranty services, Otscom will provide the services on a time and
materials basis. Service Desk Support is available for all LAN/WAN products throughout
the U.S. and Canada.
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| (2)End-user Help Desk:
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- Phone Support per user per year:
- 9 am to 5 PM, Monday to Friday (does not include weekend & holidays).
- This is remote Access dial-in help desk only and is defined by the following demarcation points:
Remote Location: PC must be powered on with the dial-up software running properly.
Central Location: Support will be provided up to the security server identification and authentication.
- Phone Support per user per year:
- 7X24X365, including weekends and holidays.
- This is remote Access dial-in help desk only and is defined by the following demarcation points:
Remote Location: PC must be powered on with the dial-up software running properly.
Central Location: Support will be provided up to the security server identification and authentication
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| Levels of Support are defined as follows:
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| Level 1 Support - Provide
phone support to end users including trouble ticket opening, initial problem determination
and routing, if necessary, and track requests to resolution.
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| Level 2 Support -
Assist in problem resolution via phone support through utilizing problem history
search, problem determination tools, problem resolution histories, configurations,
manuals and other tools.
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| Level 3 Support -
Provide detailed problem resolution with the assistance of the engineering
support organization having expertise in the problem area including service
planning, development and product engineering. Depending on the Service
purchased by the customer, the problem resolution will take place accordingly,
i.e. by us or referred back to the Customer’s help desk or support service.
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Telecommunication
Ergonomics & Furniture
Installation
Equipment Procurement
LAN/WAN Cabling
Network Management
Maintenance & Support
ServGate
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