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Remote help desk service to help solve outstanding issues for users under SLA.

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Long description Remote help desk service to help solve outstanding issues for users under SLA.
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This service allows you to purchase a help desk service for your employees. (Please note that support is provided remotely using the mail or help desk system. Connection to employee computers is realized using TeamViewer or another tool being used in your company.)

Our engineers are ready to assist your staff in solving technical problems on their work devices or issues related to Microsoft cloud services.

Users can leave their requests using the web portal or by sending an email to a specific email address. Our engineers will respond to this request following the terms of RCA and help employees solve a problem.

The Service Layer Agreement (RCA) is approved before the start of service and includes:

  1. Information about areas and services that are to be supported
  2. The time interval during which support is provided
  3. Number and list of supported users
  4. Urgency and impact level matrix (response time, time to provide a solution, or time of workaround)
  5. Terms of service payment

This service is provided with an hourly payment of time spent by our engineers. The basic version includes six (6) hours minimum, then each subsequent hour is paid separately.

IT Partner responsibilities #

  1. Receiving tickets by mail or from the service desk system
  2. Remote connection to user devices, if necessary
  3. Staff assistance, advice, and solving problems of users under the RCA
  4. Compliance with deadlines fixed by the RCA
  5. Escalation of issues to Microsoft support, if needed
  6. Providing monthly reports

Client responsibilities #

  1. Coordinate Client resources and staff schedules
  2. Provide a dedicated point of contact responsible for working with IT Partner
  3. Coordinate any outside vendor resources and schedules
  4. Provide information necessary for composing the RCA
  5. Provide access to the domain, network, and peripheral equipment and other systems necessary to solve user problems
  6. Review and approve engagement deliverables in a timely manner

Additional cost items not provided by this project #

  1. On-site support and presence of a specialist
  2. Solving problems with equipment
  3. Support for systems other than Microsoft Windows
  4. Support for services not included in the RCA

Plan #

The plan may vary depending on your needs.

  1. Kickoff meeting
  2. Providing customer support service requirements
  3. RCA approval
  4. Start of the support provision


Manufacturer IT Partner
Licensing SRV
Duration 30 days
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$ 175.00 per hour
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