Our Services - Our Guarantee

Order with confidence and without risk! We guarantee to provide an enterprise class help desk service that is 100% domestic, qualified and professional.

Tech Support America is proud to offer a 30 day money back guarantee on our Help Desk services. Should you become dissatisfied within 30 days simply let us know and your money will be refunded. We are so sure you will like our services that we feel confident in offering this guarantee. Our dedicated and knowledgeable staff are here to guarantee that you will be satisfied. So sign up today, you won't be disappointed

Our Services Level Agreements:
Tech Support America will strive to provide Services Level Agreements with the following levels:

• Average Speed of Answer: 45 seconds, 70% of calls will answered in less than 30 seconds
• 1st Call Resolution: 80% of 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
  

Metric	Target	Measurement Interval	Enhanced KPI Available	Notes
Calls answered	94%	Monthly	Yes	Calls Abandoned within 30 seconds (short calls) will be excluded from this calculation
Average Speed of Answer (ASA)	45 Seconds	Monthly	Yes	Average Speed of Answer or ASA refers to the average amount of time an inbound call sits in queue before it is answered by a live agent.
First Call resolution	80%	Monthly	Yes	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.
% of Calls Answered within ASA Target	70 / 30	Monthly	Yes	70% of all answered calls will be answered within 30 seconds upon entering the queue