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Service Desk
Hours of Operation

The Service Desk services are available between the hours of 8:00am and 10:00pm, Monday through Friday.

After Hour Support

After hours support can be provided by the Service Desk for the purpose of handling critical desktop issues needing immediate attention. Calls after 10:00pm and before 8:00am Monday through Friday, as well as the weekends, will be forwarded to an answering service. An on-call technician will respond via phone and email. The technician has a 30 minute turnaround to return the client's call.

Note: The Service Desk is not staffed 24x7. This means that tickets assigned to the Service Desk over the weekend will not be acknowledged until Monday. It also means that the Service Desk will be unavailable during major US holidays. The holiday schedule is available for download on the Partner Support Site.

Software and Services Covered by the Service Desk

Desktop Operating Systems

Office Suites

Microsoft Windows 2000
Microsoft Windows XP
Microsoft Windows Vista

Microsoft Office 2000/XP/2003/2007 (*includes Word, Excel, Powerpoint, Access)

Email Clients

Browsers

Microsoft Outlook 2000/XP/2003/2007
Microsoft Outlook Express

Internet Explorer 5 and above
Mozilla Firefox

Common Applications including, but not limited to

PC and Network

Adobe Acrobat and Reader 6 and up
Microsoft Visio 2000/XP/2003/2007

Network connectivity
General PC hardware diagnosis
Printers, drivers, and queues
Database connectivity
ODBC connections

Synchronization of handheld devices including, but not limited to

Terminal Services

Palm
Windows Mobile
Blackberry

Printer setup and troubleshooting

Administrative Tasks

Data Backup and Restore

Create user accounts and groups
Create mailboxes and distribution lists
Reset passwords
Unlock domain accounts
File/Folder permissions

Small business Back up 


Third Party Software

All third party software will be supported on a best effort basis.

Outside the scope of the Service Desk

The Service Desk will not support the following items including, but not limited to

  • PC setups and configurations
  • Software installations
  • Handheld device setup and configuration
  • Hardware related issues
    • PC failure
    • Hard drive failure
    • Memory failure
    • Power supply failure
    • Printer failure
    • Mouse failure
    • Keyboard failure
    • Monitor failure
  • ISP outage (e.g. AT&T, Verizon, Comcast, Southwest Bell, etc.)
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