Remote-Support Help-Desk Service

This service streamlines your employee support process by offering a remote help desk solution accessible via email, or a dedicated help desk system. Our team, armed with tools such as TeamViewer, assists users in resolving technical issues on their work devices, and with Microsoft cloud services.

Users can submit requests via a web portal or email, with our engineers promptly responding and adhering to the terms outlined in the Service Layer Agreement (SLA), which covers supported areas, timeframes, user count, urgency levels, and payment terms.

Service is billed hourly, with a minimum of six (6) initial hours, and subsequent hours billed separately.

Our Responsibilities:

• Managing tickets.
• Remote device connection.
• Assisting and resolving user issues.
• Meeting SLA deadlines.
• Escalating issues to Microsoft support if necessary.
• Providing monthly reports.

Client Responsibilities:

• Resource coordination.
• Designating a point of contact.
• Coordinating external resources.
• Providing necessary SLA information.
• Providing system and equipment access.
• Reviewing and approving deliverables.

Additional Costs Not Covered:

• On-site support.
• Equipment issues.
• Non-Microsoft Windows support.
• Services outside the SLA scope.

Plan:

• Kick-off meeting.
• Define support requirements.
• SLA approval.
• Commence support provision.