Operating systems we support:
- Windows OS’s (If the operating system is no longer supported by Microsoft we cannot be HELD responsible for any issues cause because of unsupported operating system/systems). Currently we support operating systems Windows 7 and above.
- Apple iPhone (Basic email setup and app installation) Anything that falls out of that scope will need the vendor to troubleshoot).
- Android Phones (Basic email setup and app installation) Anything that falls out of that scope will need the vendor to troubleshoot).
SLA - Using our Help Desk:
- 80% of all electronic requests responded to within 3 hours
- Average 60 minutes or less for voice mail response time
Low Priority Calls - 24-hour response time
Example: I get a pop up on my screen but if I click ok, it goes away and is not affecting me from working.
Medium Priority Calls – 4-hour response time
Example: The antivirus / antispyware update event caused system related issues.
High Priority Calls – 2-hour response time
Example: Computer down, user can not work.