Service Credits - The Customers challenge

Transcription

1 Helpdesk Services

2 Service Credits - The Customers challenge Customers need to provide support to their end users with IT Issues Many organisations are facing budget challenges, private and public sector Some organisations have found that they have lost support staff. Employees are being redeployed Establishments may have been part of a wider authority but now have to pay for their own use.

3 Typical issues a customer may face that the vouchers will cover: Desktop Application Set-Up & Configuration Patch and Upgrade Support Application Fault Diagnosis & Remote Repair Routing & Remote Access Services Microsoft Office Support (Word, Excel, PowerPoint, Access) Microsoft Office FrontPage 2003 Windows 2008 server including R2 Workgroup File & Print Sharing Security Domain/AD User Account and Permissions Domain/AD File & Print Sharing Hyper V and VMware Virus Issues Spyware Issues Firewall Set-up and Configuration Security Software Set-up and Configuration Staying Safe Online - Help and Advice Backup Server Application Set-Up & Configuration Microsoft Exchange Server Microsoft IIS Windows Sharepoint Services

4 Advantages of the scheme Very low cost support Covers all your IT needs Totally flexible can use vouchers to meet any issue you have. Allows you to budget in advance. With 12 months to spend the credits, you don t need to worry about expiry

5 Levels of Support - Helpdesk 1 st Line Support: Capable of logging calls of the initial incident accurately capturing all information and data supplied by the customer, Fixing simple problems or general how to questions within office applications 2 nd Line Support: Capable of logging calls as above. Fixing advanced features within office applications and desktop operating systems Basic server functions, such as password resets, creating new users and printer issues. Research and investigation will be required at this level which can take time. Access to the site remotely may be required at this level. 3 rd Line Support: Advanced problems within desktop operating systems and all features within server operating systems. Research and investigation will be required at this level which can take time. Access to the site remotely will be required at this level.

6 Level 1 Engineer (Desktop Installation \ Decommissioning): Basic desktop / laptop setup and installation into existing network infrastructure, adding printers and local users, installing local software if products provided. Level 2 Engineer (Desktop Network Training to MCP): Basic desktop / laptop setup as per level 1 and installation into existing network infrastructure, joining computer to domain, adding network printers and domain user rights. Installation and configuration of any software if products provided. Level 3 Engineer (Desktop Engineer MCP) As per level 2 engineer plus, all aspects of Microsoft operating systems and suites including desktop Operating system reinstallations and hardware diagnostics and replacement for Desktops and Printers. Level 4 Engineer (Server Engineer MCSA/VCP) As per level 3 engineer plus, all aspects of Microsoft server operating systems including re-build and systems recovery. Server hardware diagnostics and replacement. Also trained to VCP standard this includes installation/configuration on VMware.

7 SLA s: Once call logged with first line support, if second or third line required then a call back to the customer will be within 1 hour. Depending upon severity \ impact of problem upon business and if problem can be fixed remotely below SLA applies: Low Next business working day Med 4-8 hours High 1-2 hours If site visit required once approved will be next business working day.

8 Service Credits - FAQ s How long are the credits valid for? Credits are valid for 12 months from date of purchase and will be redeemed in chronological order What do I receive when I place my order? Credit take the form of a credit held on account for your organisation - you will not receive a physical credit. Instead you will be sent documentation confirming your purchase and with further details on how to use the credits When can I start using my credits? Your credits will be available to use as soon has the payment to us has been accepted we will send you an automatic notification that your credits are available?

9 Omni Service Credits - FAQ s 2 What if the problem isn t remedied first time round? If it s Not Fixed First Time, You won t use any credits to do it again have You ever paid an IT Support Company to install a computer or a network, then paid them to repair it and then paid them to repair it again? While our competitors profit 2 or even 3 times for projects that have gone wrong, we get it right first time, you ll never pay for one project two times, or even three times. If we have to return to repair a problem you don t pay we ll fix it free no matter what it takes. What will I receive when I place the order? You will receive a statement confirming they have the correct amount of credits on their account Will I receive a monthly, itemised statement? Yes, it will detail what you have used that month, how these were used and which of your employee s site generated the request, and the balance of your remaining credits.

10 Omni Service Credits - FAQ s 3 How long can a support call last? Most calls are only 5 10 mins long depending on complexity... but if it s really complex then a remote route to the site will be required and will be done remotely, which will not require you to hang on the phone you will get a call back when complete. What is a 1st / 2nd / 3rd line call? Typically, when a software user calls for technical assistance, a level 1 technician tries to answer all questions, which might include help with simple problems or general "how-to" questions. If the question is more complex, the user is passed on to the level 2 technician. Level 2 questions may, for example, deal with advanced features and possible product bugs or failures. If the level 2 technician cannot help the caller, a level 3 technician may be consulted either by the customer or by the level 2 technician. Some research and investigation at this level might be required, which can take time.

11 Support Vouchers Server\Server Support Contract ONSVOUCHER ONS Support 10 Vouchers. 2 Vouchers required per call Server\Server Support Contract ONS10YEAR ONS Support under 10 users 12 month Server\Server Support Contract ONS30YEAR ONS Support 10 to 30 users 12 month Server\Server Support Contract ONS30PLUS ONS Support over 30 users 12 month