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Call Center Solution

Help Desk

There are two types of Help Desk Services Norbell Offers:

(1). Technical Help Desk

Norbell's Technical Help Desk offers customers the following services:

• 24x7 technical phone support through a toll-free number.
  
• Routing to field dispatch when on-site maintenance is required (for customers with service contracts or with a request for service on a time and material basis)
  
• Customer access to extensive information via the World Wide Web:
  • Technical product information and FAQ's
    
  • Non-billable software updates via the World Wide Web (what is considered non-billable software updates)
    
  • Maintenance releases
    
  • Software release notes
    

Customers access the Service Desk Support via a single toll-free call. In the event that a Service Desk Support representative is temporarily unavailable, Norbell will contact the customer within one hour of the initial phone call.

For customers who do not currently have a contract for Technical Help Desk, but require assistance outside the scope of the basic warranty services, Norbell will provide the services on a time and materials basis.

Note: This service is not designed for customers who require parts support or on-site service.

Technical Help Desk telephone support as follows:

• Twelve (12) hours (0800-2000), five days/week,
  
• Twenty-four (24) hours/day, seven (7) days/week.
  
• Access to WEB site.
  

For customers who do not currently have a contract for Service Desk Support, but require assistance outside the scope of the basic warranty services, Norbell will provide the services on a time and materials basis. Service Desk Support is available for all LAN/WAN products throughout the U.S. and Canada.

(2). End-user Help Desk:

1. Phone Support per user per year:
   
   • 9 am to 5 PM, Monday to Friday (does not include weekend & holidays).
     
   • This is remote Access dial-in help desk only and is defined by the following demarcation points:
     Remote Location: PC must be powered on with the dial-up software running properly.
     Central Location: Support will be provided up to the security server identification and authentication.
     
2. Phone Support per user per year:
   
   • 7X24X365, including weekends and holidays.
     
   • This is remote Access dial-in help desk only and is defined by the following demarcation points:
     Remote Location: PC must be powered on with the dial-up software running properly.
     Central Location: Support will be provided up to the security server identification and authentication

Levels of Support are defined as follows:

Level 1 Support - Provide phone support to end users including trouble ticket opening, initial problem determination and routing, if necessary, and track requests to resolution.

Level 2 Support - Assist in problem resolution via phone support through utilizing problem history search, problem determination tools, problem resolution histories, configurations, manuals and other tools.

Level 3 Support - Provide detailed problem resolution with the assistance of the engineering support organization having expertise in the problem area including service planning, development and product engineering. Depending on the Service purchased by the customer, the problem resolution will take place accordingly, i.e. by us or referred back to the Customer's help desk or support service.