FAQ
It provides an affordable, scalable, technical call center that enables you to lower operating expenses while providing quality technical support. Calls are routed to the appropriate skilled analyst through a Cisco Systems IPCC Express ACD phone system. Documented workflow processes lead to distinct improvement in customer satisfaction levels and consistency of service delivery. Tech Support America representatives greet each customer in a timely and professional manner; they possess the appropriate customer service skills to make the customer feel comfortable throughout the call. We support work environments as small as 1 end user and as large as 20,000 end users.
Tech Support provides call-answering service, troubleshooting and call-logging and utilizes a populated knowledge base to resolve the incident at the initial contact. It can also involve a connection to your computer or server for resolution. Additional troubleshooting scripts enhance the service while a populated knowledge base and remote access allows for troubleshooting of issues that reside within the core infrastructure.
Tech Support includes:
• 24 x 7 x 365 Help Desk
• Workstation troubleshooting and triage
• Use of Remote Control to resolve issues
• Support for Windows based desktops and supported applications (per list)
• Support for custom/vertical applications if support documentation is provided
• Network/Internet connectivity issues
• Desktop peripheral devices (non-hardware issues)
• Printers, Keyboards, Monitors, Mouse, Barcode readers, etc
• Includes access to ePortal for real time reporting
• Output to ticketing system, e.g. Autotask
• Connectivity, POS, OS, Remote Access, Peripherals, Spyware, Anti Virus, after hours
Answering Service
• Basic “how to” questions
• Escalation
• Server based password resets
• User add, moves, changes in Active Directory
• Remote access and proper authentication and level of access must be provided to help
desk.
• User Administration of MS Exchange or hosted e-mail applications
• List of supported applications will be documented during on boarding process
• Firewall troubleshooting (with documentation)
• Server diagnostic and troubleshooting (OS Only)
• The help desk will troubleshoot server operating system problems, document and recommend
changes/patches to VAR.
• Citrix server support (user session shadowing / canceling)
*support for Microsoft Windows Desktop and Server operating systems and Apple workstations
only
SUPPORTED SOFTWARE LIST
Tech Support America will support any computer based on Intel and AMD processors or workalike running a current or recent version of Microsoft Windows 9X/Me/NT/2000/XP/Vista, Mac OS X Core, Novell Netware, and their back-office applications.
DESKTOP OPERATING SYSTEMS
• Microsoft Windows 95 / 98 / ME
• Microsoft Windows NT 4.0 / 2000 / XP / Vista
• Mac OS X
DESKTOP APPLICATIONS
• Adobe Acrobat
• Citrix ICA Clients for Windows
• IBM Lotus Notes Client
• IBM Lotus SmartSuite for Windows
• Interact Commerce ACT! for Windows
• McAfee Virus Scan
• Microsoft Access
• Microsoft Excel
• Microsoft FrontPage.
• Microsoft MapPoint
• Microsoft Outlook
• Microsoft PowerPoint
• Microsoft Publisher
• Microsoft Visio
• Microsoft Word
• Microsoft Works
• Symantec Antivirus
• Symantec PC Anywhere
• Symantec WinFax Pro
• WinZip Computing WinZip
MICROSOFT SERVER SUPPORT
• Microsoft Windows NT/2000/2003 Server
• Microsoft Exchange Server
• Microsoft Application Center Server
• Microsoft BizTalk Server
• Microsoft Windows Storage Server
• Microsoft Internet Security and Acceleration Server
• Microsoft Small Business Server
• Microsoft Commerce Server
• Microsoft SharePoint Server
• Microsoft SQL Server
• Microsoft Systems Management Server
• Microsoft Content Management Server
• Microsoft Virtual Server
NOVELL SERVER SUPPORT
• Novell BorderManager 3.7
• Novell Client for Windows
• Novell eDirectory 8.7
• Novell GroupWise 6.5
• Novell Netware 3x-6.5
• Novell ZENworks
CONNECTIVITY
• 3COM
• Cisco Systems
• Citrix Systems
• D-Link Systems
• Extreme Networks
• Linksys
• SonicWall
SUPPORTED HARDWARE LIST
• 3COM
• Acer
• Aladdin Systems
• Brother
• BlackBerry
• Cisco Systems
• Dell
• Epson
• Sony
• Extreme Networks
• Gateway
• Hewlett-Packard
• Hypercom
• IBM
• Iomega
• Juniper Networks
• Lexmark
• Micron Technology
• NEC
• Palm
• Toshiba
• Viisage
• WatchGuard Technologies
• Xerox
• Zebra Technologies
NOTES:
• Tech Support America will support any computer based on Intel and AMD processors or workalike running a current or recent version of Microsoft Windows 9X/Me/NT/2000/XP/Vista, Mac OS X Core, Novell Netware, and their back-office applications.
• Equipment may be in or out of warranty.
• All third party software supported by the respective manufacturers.
• Support is for the current version and two versions back.
• The products and company names listed are trademarks or registered trademarks of their respective companies.
• Tech Support America reserves the right to make changes to the list of supported products without notice.
Tech Support America supports English 24/7; French support is available during normal business hours.
Yes. All analysts are located in our Solution Center in Amherst, NY.
Yes, we support Mac as listed.
• OS X Core
• Custom applications with support documentation supplied by VAR
• Internet/Network Connectivity
• Desktop peripheral hardware (non-hardware issues)
• Printers
• Keyboards
• Monitors
• Mouse
• Barcode readers
In order to provide 24x7 support, a minimum of 6 full time analysts, a phone system with ACD capabilities and a robust ticketing system are required. Over 2 million dollars has been invested in our solution center.
All analysts go through a screening process that includes a background check and drug test.
The analyst and operation management team carry a variety of certifications. A few are listed below:
• Microsoft Certified Professionals
• Cisco Certified Professionals
• Novell Certified Professionals
• Citrix Certified Professionals
• A+ Certified Professionals
• Network + Certified Professionals
• Security + Certified Professionals
• HDI Help Desk Manager Certification
• STI Call Center Manager Certification
• ITIL Best Practices
iPhone, Blackberry, Palm Treo, and Windows Mobile devices are currently supported.
Opportunities as small as 1 user up to enterprise sized (over 20,000 seats) are currently supported. We apply our best practices to meet the needs of the end users.
A large number of calls are recorded each day for quality assurance purposes. Calls may be archived for research and training.
Our analysts undergo a thorough orientation and new hire training program that acquaints them with our work flows, customer contact standards, ticketing system, knowledge base, and general policies and procedures. All new hires also go through a "nesting period" that is a highly supervised environment where they receive coaching and feedback on their performance.
Tech Support America has a Business Continuity plan in place that was designed in line with ITIL best practices. The plan is tested twice a year to satisfy audit requirements. Some of the highlights of the plan include:
• Natural Gas Generators for both Data Centers
• Multiple Tier 1 ISP connections
• Fully redundant VoIP system.
• Full DR location in Rochester NY (About 90 miles away from primary facility)
• Using VPN – the analyst are able to field calls from home incase of a weather event
Once Tech Support America receives the Purchase Order, a representative will reach out to you to schedule the kick off call. This call will be held to review the Help Desk Capture form and ensure that Tech Support America has the information required to support you. During the call, a go live date will be identified and agreed to. Just prior to this date, you will receive a Start-Up Notification that will include Tech Support America contacts, as well as the phone number the users should call for support.
No. The Help Desk Capture form is going to collect information about your environment so that a site visit is not required. However, if the opportunity is large and the environment complex, an onsite visit to collect the knowledge base material and set up the support model might be needed.
Tech Support America will strive to perform Services with the following levels:
• Average Speed of Answer: 45 seconds, 70% of the calls answered in less than 30 seconds.
• 1st Call Resolution: 80% of the initial calls will be resolved at first point of contact. First call resolution reflects application of standard technical troubleshooting to diagnose, repair, and verify resumption of normal operation. Out of scope calls, calls requiring additional unsupplied access or documentation or calls requiring on site support will be considered "resolved" pending successful escalation as per on boarding documentation. Calls escalated internally from Tier I to Tier II will still be considered part of the same contact.
Due to the nature of our role, resolution guarantees are not possible in all cases - some issues require on site support. However, the technicians are highly trained and dedicated to providing their best effort. We strive to maintain a First Call resolution rate of 70%. Non-resolved calls are escalated following a custom, predefined escalation path.
During the on-boarding process, a clearly defined escalation path will be constructed. Multiple escalation paths can be defined as necessary for both business and non-business/ after-hours escalations.
Yes, support can be provided if support information such as FAQ’s, and escalation phone numbers are provided in advance and reviewed during the on board period.
During the on-boarding process, all pertinent information is entered into the Tech Support America knowledge base. Once the service is activated, you can call Tech Support America’s toll-free number to open a service call. The help desk analyst will open a call, provide a ticket number for each incident (for tracking purposes) and begin working on the problem.
What are the hours of operation?
We are always open, 24 x 7 x 365.
Eligible hardware products are listed in the supported product list on the Tech Support America website. Eligible software products are the current version, and the two versions immediately preceding the current version. Tech Support America reserves the right to make changes to the supported product list without notice at Tech Support America’s sole discretion. Custom hardware and software can be supported provided the sufficient support documentation is provided in advance and in an on going manner.
Yes. As long as the end user has broadband access and grants permission for remote control, remediation techniques will be applied.
E-mail submission for ticket creation or support requests is currently in development. We anticipate the release of an e-mail based interface in the near future.
Instant messaging interface for questions or requests is not currently supported. However our development team is working on a solution and we plan to add this to our offering.
As of August 2008 there are 66 full time help desk analysts.
