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Help Desk is live telephone based support for the END USER and the END USER’s technology. The MSPSN Help Desk SERVICE provides technical desktop support for Windows XP PRO, Vista Business, Vista Ultimate and Microsoft Office 2003/2007. Third party applications will be a best-effort remediation. If the Help Desk cannot resolve the issue and the PARTNER is also using the MSPSN NOC SERVICE, it will be escalated to the NOC staff. If the NOC staff cannot resolve the issue, it will be escalated to the PARTNER’s designated contact. If the Help Desk cannot resolve the issue and the PARTNER is not using the MSPSN NOC SERVICE, it will be escalated to the PARTNER’s designated contact.
Help Desk support provides a broad range of support solutions for the END USER and the technology they use. Types of Equipment Supported:
- Desktop computers
- Laptop computers
- Network cards
- Wireless devices
- CD ROM/DVD
- Audio boards
- Video boards
- Hard drives
- Monitors
- Mice
- Keyboards
- Printers
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Help Desk Support for Servers
MSPSN Help Desk Supports Windows Server 2003/2008. Provided we're given remote access to the server via RDP we can perform the following basic server administration:
- Create, disable, and maintain new user accounts
- Password changes or resets
- Active Directory Group membership adds or changes
- User rights management
- Shared directory management (new shares, changing permissions)
- Clear print queues
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MSPSN provides Help Desk SERVICEs under five different payment and service options which include:
Branded 12x5 billed a flat rate per device per month. SERVICEs include:
- Unlimited phone based technical desktop support Monday through Friday 7a-7p Central Time excluding major holidays (New Years Eve and New Years Day, Easter, Memorial Day, July 4th., Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve and Christmas Day)
- Dedicated, toll-free telephone number that will be answered in the PARTNER’s company name.
- Professional Voice Recordings for PARTNER’s dedicated voice channel.
- All SERVICE requests are recorded in PARTNER’s AUTOTASK PSA or CONNECTWISE with time and resolution entries.
Branded 24x7 billed a flat rate per device per month. SERVICEs include:
- Unlimited phone based technical desktop support 24x7 excluding major holidays (New Years Eve and New Years Day, Easter, Memorial Day, July 4th., Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve and Christmas Day)
- Dedicated, toll-free telephone number that will be answered in the PARTNER’s company name.
- Professional Voice Recordings for PARTNER’s dedicated voice channel.
- All SERVICE requests are recorded in PARTNER’s AUTOTASK PSA or CONNECTWISE PSA with time and resolution entries.
Generic 12x5 billed at a flat rate per device per month. SERVICE’s include:
- Unlimited phone based technical desktop support Monday through Friday 7a-7p Central Time excluding major holidays (New Years Eve and New Years Day, Easter, Memorial Day, July 4th., Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve and Christmas Day)
- All SERVICE requests are recorded in PARTNER’s AUTOTASK PSA or CONNECTWISE with time and resolution entries.
Generic 24x7 billed a flat rate per device per month. SERVICEs include:
- Unlimited phone based technical desktop support 24x7 excluding major holidays (New Years Eve and New Years Day, Easter, Memorial Day, July 4th., Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve and Christmas Day)
- All SERVICE requests are recorded in PARTNER’s AUTOTASK PSA or CONNECTWISE PSA with time and resolution entries.
Branded 12x5 billed in 15 minute increments. SERVICEs include:
- Unlimited phone based technical desktop support Monday through Friday 7a-7p Central Time excluding major holidays (New Years Eve and New Years Day, Easter, Memorial Day, July 4th., Labor Day, Thanksgiving, Day After Thanksgiving, Christmas Eve and Christmas Day)
- Dedicated, toll-free telephone number that will be answered in the PARTNER’s company name.
- Professional Voice Recordings for PARTNER’s dedicated voice channel.
All SERVICE requests are recorded in PARTNER’s AUTOTASK PSA or CONNECTWISE with time and resolution entries.
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