You don’t need to increase your payroll in order to provide your employees with a robust 24/7 help desk. We offer a financially backed service level agreement coupled with a pay as you go model to provide your employees with the help they need to do their job.
Our ITIL-driven service desk operates as a three-tier structure with tier-one handling incident classification and initial support leveraging an effective knowledge base with quick and effective escalations to more skilled tier-two and tier-three resolution groups.
North America handles calls during its standard office hours and at the end of this period, responsibility is handed over to South America-based desk. This desk handles calls and then hands calls over to an Asia Pacific-based desk which finally hands back responsibility to the North America to complete the cycle.
How does it work?
Our customers will meet with us to roll out the responsibilities they would like us to handle. You simply tell us what you would like us to do and we will do it how you want it done and when you want it done. We turn those instructions into Standard Operating Procedures and store them in a library.
Are your services limited to specific software products?
Our services are open to all products. If you can document it, we can execute it. We also have senior level professionals who are able to provide advanced skills. If you have a specific requirement that is very complex, let us know and we can tell you if we can handle it.
Do you offer Service Level Agreements?
Absolutely. We are the first line of response for many organizations operating out of 25+ countries. We offer 30 minute emergency response times with financially backed SLAs. This includes quarterly SLA reviews of performance metrics.
Schedule Ad Hoc
This is up to you. We run 3 shifts from 3 continents 7 days a week. We many different languages. So we are available to your employees every hour of the day whenever you need us in whatever language you need.
Estimated Time Hours TBD
We apply time to each user’s request which is documented via a ticket.
Estimated Cost $TBD
There is a SLA agreement fee. Above and beyond that, you only pay for the tickets we complete. You control costs. Total cost is based on utilization and consumption. Level 1 & 2 type tasks are $77 per hour. Rates for advanced skillsets vary depending upon the particular core competency. Please contact us to learn more.