MANAGED HELPDESK - FAQ
Let the "buck" stop with us.  We'll fix technology so you can get back to doing business.

   What kind of support services are included with Managed Helpdesk

       Managed Helpdesk is offered with two types of support service scopes: Managed Helpdesk -
       Express Service provides technical support for front-end devices such as desktops, notebooks,
       printers, and desktop applicationsc. For businesses that requires a wider and more advanced
       scope of technical support, we offer our Managed Helpdesk - Premium Service. As an
       extension of the Express Service, our Premier Service provides technical support for back-end
       systems and technologies such as servers, disastery recovery, collaboration, data consolidation,
       network security, virtualization, and much more!

   What support coverage plans can I expect from Managed HelpDesk if I am a 24 hour
       shop and require support after "regular" business hours?

       Standard support coverage is 8x5 with 8 hours response time. The following support coverage
       plans are also available to meet your business requirements:

       - 8x5 with 4 hours response
       - 24x7 with 4 hour response
       - 24x5 with 4 hour response

   What kind of technical expertise will my business have access to with Nirix's
       Managed Helpdesk?

       The benefit of Nirix's Managed Helpdesk service is we become your virtual helpdesk for your
       organization. In addition, your business will immediately gain access to a rich pool of technical and
       project management expertise. Some of the technical expertise that the Nirix Managed Helpdesk is
       able to provide include, but not limited to:

       - Deploying and managing Microsoft based technologies
       - Deploying and managing basic and advanced Cisco based products and technologies
       - Citrix and remote access solution expertise
       - VMWare and Microsoft Virtual Server virtualization expertise
       - Storage consolidation expertise
       - Network security solutions including firewall, virus, intrusion detection and security related
         expertise
       - Deploying and managing disperse, security sensitive desktop-based systems and applications
       - Wireless and wired LAN and WAN solutions

   Does the Nirix Managed Helpdesk include remote support?

       Managed HelpDesk is a solution that is catered to your business needs.  Some folks prefer that an
       engineer be onsite while performing technical support, some are comfortable with support being
       done remotely.  We are able to cater to which ever support scenario you are comfortable with. As a
       security best practice, those clients who enjoy the benefits of remote support, Nirix can offer a
       complimentary Managed Firewall / VPN service to ensure that our remote connection to your
       sensitive network is secure.

For more information on our Managed HelpDesk Utility Service, click here or talk to one of our knowledgeable account representatives at 1.780.414.1556.