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Support Services

Computer Assets’ Solutions Center will maintain ownership of the call, provide remote diagnostics, assist with problem determination and dispatch on-site assistance as needed. The primary advantage of this plan is Computer Assets' ability to assist in problem determination while tracking the progress of call and provide communication to Client for call closure.

SERVICE FEATURES

SUPPORT FROM
SINGLE SERVICE PROVIDER

One Toll-Free Call (877)-nocnett

  • Single Point of Contact for Logging Call Information
  • Trained specialists will track and monitor progress of Call from Start to Finish
  • Route Unresolved Problems using (when necessary) Interface with other Computer Assets Support Groups, the Customers Establishment or other Vendors
  • Assist in Problem Determination
  • Diagnose Problems Remotely, Troubleshoot and Simulate Complex Configurations **
  • Provide Hardware and Software Configuration· Provide Assistance on Technical Issues Related to the Installation, Administration, and Product Features and Functions

 

  • Dispatch On-Site Assistance as Needed *** (Please See Note)
  • Provide Technical Support to Assist in Product Related Difficulties
  • Collect Relevant Technical Problem Identification Information
  • Provide Basic Support on the Standard Protocols and Features
  • Support Problem Isolation and Determination of Software Specification Defects and mis-configurations
  • Provide Lab Simulation to Reproduce and Assist in Troubleshooting Problems
  • Troubleshoot Interoperability and Compatibility Issues
  • Provide Advanced Support on all Protocols and Features
DEFINED RESPONSE TIME AND COVERAGE

Coverage Hours Twenty-Four (24) Hours per Day, Seven (7) Days per Week. Begin troubleshooting process within 30 Minutes of initial Call.

Note: Call center is staffed 7:00 a.m. to 7:00 p.m. Mountain time, but available 24/7 for major outages.

Computer Assets Holidays Included

  • Internal Communication Procedures in Place which Provide Computer Assets Access to Manufacturer's Technical Support for Products we represent
BENEFITS
  • Ease and Convenience of a Single Source Solution - One Number to Call for all Computer Assets Products
  • Years of Converged Network Experience
  • Integrated Environment Support
  • Voice Application Knowledge and Experience
  • Various Service Options Available for Maintenance Support
  • Reduces need for in-house support

 

** Remote Diagnostics requires 24x7 access to Client system and appropriate remote capabilities.
*** On-site service is not included in this plan but available at current time and materials labor rates and response time definitions.