Maximizing Network Availability
What does network availability mean to you? Or better yet, what does network downtime cost your organization?
DataComm’s Single-Point-of-Contact (SPOC) Help Desk, offers comprehensive technical support to maximize the availability of your mission critical enterprise network.
With the need to provide superior end-user support and to minimize employee downtime, while also increasing cost efficiencies, many companies are reevaluating their approach to desktop support and how they deliver Help Desk services. Similarly, it is no longer a source of differentiation, but a business imperative, for technology product companies to deliver the highest standard of telephone technical support to their customer base. DataComm’s customers leverage our extensive experience, 24x7x365 technical support infrastructure, economies of scale and unique pricing model to supplement, enhance or manage their Help Desk solution.
SPOC support means that with one call to DataComm’s Help Desk, a proven
methodology of troubleshooting techniques and escalation procedures are
immediately initiated. As a result, your network problems are identified
and resolved in a competent and timely fashion.
Remote dial-in support for systems diagnostics, configuration changes or
software patches is also provided by DataComm’ s SPOC Help Desk. Maximizes network availability and reliability while helping you
meet service level objectives.
Microsoft Certified Systems Engineers, Novell Certified Netware
Engineers, Citrix Certified Administrators, Cisco Certified Specialists,
ShoreTel Certified Installers and WatchGuard Certified Engineers staff
DataComm’s Help Desk to support your personnel in the diagnosis and
repair of mission critical network issues.
Augmenting this technical support is a sophisticated Help Desk trouble
ticket and solution database system known as Expert Support Program
(ESP). ESP facilitates problem identification and resolution by
cross-checking all incidents within the solution database for fixes and
tracking each incident through resolution.
Warranty Administration Service is bundled with SPOC Help Desk support.
Again with one call, qualified technical support direct from the
manufacturer, will be notified and monitored by DataComm to ensure
timely resolution allowing you to focus on your core business issues.
DataComm’s SPOC Help Desk is staffed to support your network
availability issues from 8:00 a.m. to 6:00 p.m. Eastern Time, Monday
through Friday, exclusive of DataComm Networks’ recognized holidays. If
required, extended SPOC Help Desk hours can be scheduled.
- Enterprise Level Priority
Defined generally as outages affecting an entire organization or enterprise and involving multiple locations. Escalated to first level supervisor if not resolved within one hour, then management if not resolved within two hours.
- Branch Level Priority
Defined generally as outages or problems affecting a branch or office. Escalated to first level supervisor if not resolved within two hours then management if not resolved within four hours.
- Workgroup Level Priority
Defined generally as outages or problems affecting a workgroup or department. Escalated to first level supervisor if not resolved within four hours then management if not resolved within eight hours.
- Workstation Level Priority
Defined generally as outages or problems affecting a single workstation, desktop, or user. Escalated to first level supervisor if not resolved within eight hours then management if not resolved within 16 hours.
Call Us at 1-800-544-4627, or send an email
info@dcninc.com