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Help
Desk
There are two types of Help Desk Services Norbell Offers:
(1). Technical Help Desk
Norbell's Technical Help Desk offers customers the following services:
- 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
Customers access the Service Desk Support via a single toll-free
call. In the event that a Service Desk Support representative is temporarily
unavailable, Norbell will contact the customer within one hour of the
initial phone call.
For customers who do not currently have a contract for Technical Help
Desk, but require assistance outside the scope of the basic warranty
services, Norbell will provide the services on a time and materials
basis.
Note: This service is not designed for customers who require parts
support or on-site service.
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.
For customers who do not currently have a contract for Service Desk
Support, but require assistance outside the scope of the basic warranty
services, Norbell 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.
(2). End-user Help Desk:
- 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
Levels of Support are defined as follows:
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.
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.
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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