HELPDESK & RE-ACTIVE SUPPORT SERVICES

KPI's Service Desk delivers highly responsive and efficient phone, remote and onsite support services for your company's users and network assets. These services are performed by a well-organized team of Network Engineers and Customer Service Experts who are as friendly as they are IT smart.

HELPDESK

KPI's Live Helpdesk services are available to clients Monday-Friday 7:30am-5:30pm EST. This is the first layer of our support system and all service requests are initiated here. Helpdesk Engineers first log and detail the request, then troubleshoot and in many cases resolve tickets on the initial call either through phone support or remote control of the user's PC. If onsite support is deemed necessary, field-based resources will be dispatched onsite based on: urgency, proximity and familiarity with your environment. If ticket resolution requires the involvement of other vendors, Helpdesk will coordinate the support with these vendors. All while ensuring that the end-user is kept in frequent status updates all the way from ticket creation to satisfaction survey.

ONSITE SUPPORT

KPI will dispatch Network Engineers to come on-site as needed to resolve trouble tickets that cannot be resolved remotely. Onsite support is included for Service Plan clients with no additional costs for support taking place Monday-Friday, 6:00am-6:00pm EST. KPI makes every effort to dispatch your dedicated Primary Network Engineer or P2 Network Engineer for onsite support as much as possible.

PRIMARY NETWORK ENGINEERS

These are KPI's most senior support people who are well-experienced at integrating themselves into clients in order to become primary coordinators of network activities. They are typically performing your onsite support, working on significant projects and handling escalated support tickets. Primary Network Engineers are assigned to all Service Plan clients.



SERVICE LEVEL TARGETS

Importance Situation Response Resolved
Critical Unable to function 1 hour 8 hours
High Reduced functionality 2 hour 12 hours
Medium Low impact on performance 4 hours 24 hours
Low No impact on performance 8 hours 36 hours