IQmedia Help Desk Services

Transcription

1 IQmedia Help Desk Services

2 END USER SERVICE DESK LEVEL 1 & 2 The Service Desk prvides telephne and e-ticket supprt. Our cst efficient slutin enables supprt persnnel t access client systems prviding instant supprt just as if we were there in persn. Services are all inclusive as part f a fixed mnthly fee and are unlimited. 1. Prvide Incident Management and Service Request prcessing via phne, r Self Service Prtal. 2. Rute Service Desk tickets, as apprpriate 3. Cmmunicate availability t End User f any self-supprt tls: such as n-line knwledge bases, frequently asked questins (FAQs) and prblem slving tls. 4. Prvide Level 1 Service Desk technical remedies and standard fixes 5. Crdinate escalatin f tickets t Level 2 6. Perfrm equipment trubleshting, and assign t 3 rd party reslver in accrdance with Custmer s agreements with such 3 rd party prviders. 7. Track and dcument Incidents and frmulate trend analysis 8. Utilize remte view and remte cntrl capabilities t assist in Incident reslutin 9. Dedicated tll-free number fr all US and Canada dmestic traffic. At the Custmer s request, Service Desk can als prvide a dedicated tll-free number fr Custmer, fr an additinal fee. Vic ptin t be prvided via Autmated Call Distributin (ACD) n all inbund calls. Dedicated tll lines will be prvided fr inbund internatinal callers 10. Prvide Help Desk Incident management tl as the system f recrd. 11. Prvide Incident management fr Level 2 and Level 3 Service Desk reslver escalatins where apprpriate 12. Prvide reprts f perfrmance measurements 13. Prvide n-line Custmer Satisfactin Survey at ticket clsure 14. Schedule peridic review service meetings at a mutually agreed place and time 15. Prvide Services in accrdance with the service levels specified in SEVERITY CLASSIFICATION and SERVICE LEVEL METRICS & KEY PERFORMANCE INDICATORS 16. Prvide reprts using the tls identified in SERVICE LEVEL METRICS & KEY PERFORMANCE INDICATORS 17. Recrd incming calls fr Quality mnitring purpses 18. Prvide Web prtal access t End Users t enable them t view Help Desk Incidents, status f pen Incidents, and access t self-supprt knwledge base. Prvide instructin dcuments fr Self-Service Prtal. 19. Prvide supprt services fr WINDOWS XP r newer, and MAC OS 9 r newer 20. Prvide Supprt fr ANDROID, iphne3 r newer, Ipad2 r newer, Blackberry devices Level Management respnsibilities.

3 Nt Included: Mass Installatin f sftware new r re-installatin File restratin and data backup. Prblems ccurring in applicatins r devices nt n the Supprted Prducts list r nt dcumented in the knwledge base. Mass Setup f new devices. PCs r peripherals. N nsite desk side supprt is included in the standard ffering f this service. Custm Applicatin withut relevant supprting dcumentatin HIGHLIGHTS: The Service Desk will supprt any system running Micrsft r Macintsh perating systems The Service Desk will pen a ticket with 3 rd party vendrs f business line applicatin(s) and ISP cnnectivity when applicable. We will make the call fr yu. All third party sftware supprted by the respective manufacturers (best effrt) The prducts and cmpany names listed are trademarks r registered trademarks f their respective cmpanies. The Service Desk Reserves the right t make changes t the list f supprted prducts withut ntice. PRICING: One-Time Fee Ntwithstanding anything t the cntrary in this dcument, IQMEDIA/ client will be inviced a ne-time fee t begin services and mnthly fees in advance fr Services perfrmed by Service Desk Prvider based n the Activity Mdel set ut belw: Descriptin Descriptin One Time Fee Service Desk Prtal (HQ) License (if client is nt supprted by Auttask r Cnnectwise ) Mnthly Fees Access t prtal fr real time ticket review and reprting $25.00 per license Per User: The number f End Users t be inviced by IQmedia t IQMEDIA/ client in advance will be based n the ttal number f End Users utilizing the service during that mnth. This pricing is based n all assciates f a cmpany characterized as an End User being identified as Authrized End Users fr this service. (One-time Setup Fee if n-barding 1-9 users that will be equal t ne mnth f service. First client n-bard nly.) Authrized End Users Mnthly Price Per End User fr 24x7x365 service cverage 1-25 $ $ $

4 Dedicated Tll Free Line: A dedicated tll free line is included in mnthly service fees. A dedicated tll free line can be purchased that includes a custm recrded greeting fr yur Cmpany. Dedicated Tll Free Line Mnthly Charge (per line) Custm End User $ Htel Rm Cnnectivity Supprt: The Service Desk supprt fr Htels is limited t prviding guests with bth wired and wireless internet cnnectivity supprt. This service is n a per rm, per mnth basis. The service des nt guarantee reslutin f all technical issues. The Service Desk will wrk with the IQMEDIA/ client prir t any engagement t predetermine the call escalatin prcess. This further escalatin may require directing the call back t the IQMEDIA/ client, a third-party supprt cmpany, the hardware manufacturer / sftware vendr, r a service center within the caller s cmpany. Htel Rm Cnnectivity Mnthly Charge Per Rm $8.00

5 ON-BOARDING: Terms & Cnditins Data Capture Frms Data Capture Frms have been designed t prvide ur analysts with required infrmatin t reslve mst client issues. Additinal data can be prvided r requested and psted as necessary. This includes infrmatin such as: Admin Credentials Server Addresses Remte Cnnectivity methds VIP Call Handling Passwrd Reset Authenticatin Permissins prir t cmmencing wrk Escalatin pririties and cntacts Timeline & Checklist We fllw a ten business-day cycle frm discvery t start-up t accmmdate the fllwing prcesses: On-barding Call Data Capture thrugh nline frms Telecm & IVR specificatins and setup Dcumentatin fr internal knwledgebase System and ntificatin testing Staff Training Release f tll free # and g live. PSA Integratin Setup access and/r API t The Service Desk prvided PSA fr dcumentatin f all effrts and analysis f legacy data (when applicable) Cnnectivity Once the infrmatin is received n the Data Capture frm, The Service Desk will test cnnectivity t the clients envirnment. This includes remte access cnnectivity such as RDP, VPN, r ther clientprvided applicatins. Knwledge Base Client specific infrmatin is detailed in the Wiki Base and is accessed by analysts t assist in the reslutin f all calls. Training The Service Desk analysts are prvided extensive training prir t prviding live supprt. In additin they receive n-ging upgrades and QA caching as well IQMEDIA specific infrmatin. Service Technical kbase

6 IQmedia RESPONSIBILITIES: Prvide access t all necessary current training dcumentatin fr nn-shrink-wrapped applicatins. Prvide access t nline supprt, FAQs, slutin database(s), and knwledge database(s) fr nnshrink-wrapped applicatins. Arrange fr any necessary training f Service Desk Prvider s persnnel as new nn-shrink- wrapped sftware applicatins and new hardware are added t the End User envirnment. Prvide Help Desk Technicians with primary cntact(s) (incident/prblem manager) t reslve all related escalatin issues. Retain the management and delivery f any services utside the scpe f this Service Descriptin. Wrk with the End Users t intrduce necessary business change activities t prmte and intrduce the new service delivery mdel, such as respnsibilities regarding the n-barding prcess and cmmunicatin f new peratinal prcesses cmpared t thse in the existing service mdel. Prvide all the infrmatin required n the registratin frm, in rder t set-up the End Users n the service. Page 6

7 SERVICE CALL FLOW & QUALITY ASSURANCE: Call Flw Call Received at Slutin Center Level II Agent utilizes knwledge base t assign severity and reslve issue Issue Reslved? N Escalatin Required? Yes Level Ill Agent utilizes knwledge base, truble shts t reslve issue N Yes ' ! End Call, Dcument & Ticket ' Yes Reslved? N Yes Open Ticket with 3'd Party Vendr N Escalatin t IQmedia Onsite Supprt Page 7

8 Internal Escalatin First call reslutin reflects applicatin f standard Technical trubleshting t diagnse, repair, and verify resumptin f nrmal peratin. When necessary, calls will be escalated internally frm Tier II t Tier III t prvide full range f skills in the reslutin prcess. IQmedia Escalatin Out f scpe calls, calls requiring additinal unsupplied access r dcumentatin r calls requiring n site supprt will be escalated t the IQMEDIA fr additinal supprt, infrmatin, r cnnectivity. 3 rd Party Escalatin Business line applicatins and ISP cnnectivity escalatins will be raised by The Service Desk analysts n behalf f the caller. (All needed cntact and accunt infrmatin must be in the Service Desk internal Wiki Base) Call Dcumentatin & Reprting All wrk perfrmed will be dcumented and nted within the PSA f the IQmedia with time accunting. Quality We manage service quality by implementing a prtfli f perfrmance indicatrs including: Call Mnitring Quality Screcard Sft Skills / Technical Skills Analysis Custmer Satisfactin Survey Our Dedicated Quality Manager perfrms mnitring thrugh side by side sessins, remte dial in, and pst call recrding review. All calls mnitred are scred against ur standard service template. SUPPORT INCLUDES: Micrsft Office Symantec Prduct line McAfee Prduct line Adbe Prduct line All majr web brwsers and clients All ther sftware will be supprt n as reasnable endeavr Hardware/Firmware/Driver Netwrk Cnnectivity VPN issues Micrsft and MAC Operating system trubleshting Hand Held business use supprt Page 8

9 SUPPORTED SOFTWARE LIST DESKTOP APPLICATIONS Adbe Acrbat Micrsft Access Micrsft Visi Citrix ICA Clients fr Windws Micrsft Excel Micrsft Wrd IBM Ltus Ntes Client Micrsft FrntPage Micrsft Wrks Firefx Brwser Micrsft MapPint Symantec Antivirus Internet Explrer Micrsft Outlk Symantec PC Anywhere McAfee Virus Scan Micrsft PwerPint Symantec WinFax Pr Micrsft Office 365 Micrsft Publisher WinZip Cmputing WinZip Micrsft Enturage Apple Safari Mac Mail DESKTOP OPERATING SYSTEMS Micrsft Windws 95/98/Me/NT 4.0/2000/XP/Vista, Windws 7/ Mac OS9+ MICROSOFT SERVER SUPPORT Micrsft Windws NT/2000/2003, Micrsft Internet Security Micrsft SQL Server 2010 Server Micrsft Exchange Server And Acceleratin Server Micrsft Systems Management Server Micrsft Applicatin Center Server Micrsft Small Business Server Micrsft Cntent Management Server Micrsft BizTalk Server Micrsft Cmmerce Server Micrsft Virtual Server Micrsft Windws Strage Server Micrsft SharePint Prtal Micrsft BPOS Hsted Server Slutin CONNECTIVITY 3COM D-Link Systems Snicwall Cisc Systems Extreme Netwrks Prxim Citrix Systems Linksys SUPPORTED HARDWARE LIST 3COM Acer Gateway Palm Aladdin Systems Hewlett-Packard Tshiba Brther Hypercm Viisage BlackBerry IBM WatchGuard Technlgies Cisc Systems Imega Xerx Dell Juniper Netwrks Zebra Technlgies Epsn Lexmark Sny Micrn Technlgy Extreme Netwrks NEC Page 9

10 SEVERITY CLASSIFICATION In rder t priritize tickets, The Service Desk designates a severity level based n the fllwing criteria: Urgency Definitin LEVEL 1 LEVEL 2 LEVEL 3 LEVEL 4 LEVEL 5 Has a significant adverse impact n the delivery f service t a large number f sites. May cause significant financial lss and/r disruptin. May result in any material lss r crruptin f custmer data. Fr example, incidents with this urgency level may affect an entire COMPANY Has a mderate adverse impact n the delivery f service t a large number f sites. May cause a financial lss and/r disruptin t the Custmer that is mre than trivial, but less severe than the significant adverse impact described in the definitin f an Urgency Level 1 incident. Fr example, incidents with this urgency may affect a DIVISION. Has a mderate adverse impact upn the delivery f service t a small (i.e. 1 r mre) r mderate number f sites. Fr example, incidents with this urgency level may affect a DEPARTMENT. Has a minr adverse impact upn the delivery f service t a small number f sites. Fr example, incidents with this urgency may affect a TEAM. Has n impact upn the delivery f service Fr example, incidents with this urgency may affect an INDIVIDUAL. SERVICE LEVEL METRICS & KEY PERFORMANCE INDICATORS Descriptin Service Level Metric / KPI Mnthly ASA (Average Speed f Answer) 80% f all calls are answered within 60 secnds r less Mnthly Call Abandnment Rate Mnthly Vice Mail Respnse Time Less than 5.0% f all calls t the Service Desk will be abandned by the caller 30 secnds r mre after answered by the ACD but befre pick up by a Service Desk representative Average 30 minutes r less fr vice mail respnse time, per mnth Mnthly Web Respnse Time 90% f incidents reprted thrugh the Web-Prtal are respnded within 60 minutes r less fr Web Respnse Time First Cntact Reslutin Target f 80% f cntacts will be reslved at the first level Page 10

11 TERMS AND CONDITIONS The Service Desk agrees t prvide, and IQMEDIA/ client agrees t accept, this Service Agreement subject t the fllwing terms and cnditins. : 1. Cverage. Services will be prvided during the Principle Perid f Service ( PPS ), which is defined as that perid f time 24-hurs a day, Mnday thrugh Sunday, Hlidays included. (7x24x365). 2. Supprt Services. At IQMEDIA/ client s request, The Service Desk will, during the PPS, prvide telephne supprt t IQMEDIA/client designated staff supprting the defined units. Our highly skilled and experienced Engineers will service incident calls t prvide quality respnsible supprt services. 3. General Limitatins. Services are nt intended as cnsulting, design r implementatin. 4. Exclusins. Failures caused by viruses, user abuse and envirnmental cnditins are the respnsibility f the custmer. 5. Term. Service cmmences upn cmpletin f n-barding activities defined as the G Live date. 6. Terminatin. IQMEDIA/client may, cnditined upn its receipt f cnfirmatin frm its End User Cmpany desiring t terminate the Service, terminate the SD upn 30-day prir written ntificatin t IQmedia. SIGNATURE Client: By: Name (printed): Title: Date: Cmpany: Page 11