| Services |
Description |
| Tier 1: Help Desk, Live Support |
- Business hour end-user call center (8am -6pm, M-F)
- Emergency 24/7 assistance. Includes up to 5 after-hours incidents at no-charge
|
| Tier 2: Technical Support (named user) |
- Priority business hours (8am – 6pm, M-F) “Tier 2” technical support for up to 5 named users
- On-site support as needed
|
| On-site Operational Support, Training and Workflow support |
- Regular onsite unit-level visitation by our expert customer care staff
- On-going training, including new hires, review, and remediation
- Inventory review and management as needed
|
| Badge Configuration, Asset Management, Spare Pool |
- All badges delivered preconfigured for your network
- Badge tracking throughout badge life cycle (MAC addresses and serial numbers, production and warranty dates)
- Real-time access to DeviceKeeper.com Asset Management portal
|
| Case Management Tools, Reporting |
- Online case management tools
- Weekly case management summaries
- Case analytics
|
| Remote Access—VPN |
- Remote diagnostics and system management
|
| Remote Database Administration |
- Remote adds, moves, and changes service, including reporting and analytics for user management
|
| Software Maintenance Coordination and Installation |
- Complete logistical coordination of service packs and upgrades
- Onsite and/or remote upgrade services as required
|
| Software Maintenance Delivery |
- Software upgrades and patches as available
|
