Help Desk and Support Services

<p class="MsoPlainText">We monitor, detect, and respond to support calls to fix incidents, isolate problems, and enhance performance within predefined service level agreements that meet our customers' mission-critical requirements.&nbsp;</p><p><span style="color: rgb(51, 51, 51);">We achieve efficient resolution of issues via our<span style="font-weight: bold;">&nbsp;</span></span><span style="color: rgb(218, 161, 6); font-weight: bold;">Multi-tier Support system</span></p><p class="MsoPlainText"><span style="color: rgb(35, 82, 124); font-weight: bold;">1.Tier 1: Help Desk operators</span></p><p class="MsoPlainText">Help desk operators provide general directory information and route incoming calls to first line support or support queues.</p><p class="MsoPlainText"><span style="font-weight: bold;">&nbsp;<span style="color: rgb(35, 82, 124);">2. Tier 2: First Line Support</span></span></p><p class="MsoPlainText">Majority of cases resolved by first line support, who close case and update with documentation of the solution to allow other support to reference in the future. If the issue needs to be escalated, it will be updated, noting what was attempted by the first level support and dispatched to second level support.&nbsp;</p><p class="MsoPlainText"><span style="font-weight: bold; color: rgb(35, 82, 124);">3. Tier 3: Second Line Support</span></p><p class="MsoPlainText"></p><p class="MsoPlainText"><span courier="" new""=""></span></p><p></p><p class="MsoPlainText" style="box-sizing: border-box; margin: 0px 0px 10px; color: rgb(0, 0, 0); font-family: " open="" sans",="" sans-serif;="" font-size:="" 13px;="" font-style:="" normal;="" font-variant-ligatures:="" font-variant-caps:="" font-weight:="" 400;="" letter-spacing:="" orphans:="" 2;="" text-align:="" start;="" text-indent:="" 0px;="" text-transform:="" none;="" white-space:="" widows:="" word-spacing:="" -webkit-text-stroke-width:="" text-decoration-style:="" initial;="" text-decoration-color:="" initial;"="">Second Line support is formed of highly skilled technical support staff of the product or&nbsp; product engineers/developers&nbsp;</p><p class="MsoPlainText" style="box-sizing: border-box; margin: 0px 0px 10px; color: rgb(0, 0, 0); font-family: " open="" sans",="" sans-serif;="" font-size:="" 13px;="" font-style:="" normal;="" font-variant-ligatures:="" font-variant-caps:="" font-weight:="" 400;="" letter-spacing:="" orphans:="" 2;="" text-align:="" start;="" text-indent:="" 0px;="" text-transform:="" none;="" white-space:="" widows:="" word-spacing:="" -webkit-text-stroke-width:="" text-decoration-style:="" initial;="" text-decoration-color:="" initial;"=""><br></p>