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Hosted Helpdesk – frequently asked questions about Nirix's hosted helpdesk service
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Below you will find answers to some of the most commonly asked questions about Nirix’s
technical support service, Hosted Helpdesk.
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What type of devices does Nirix support?
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Hosted Helpdesk is a comprehensive IT support service that covers most major technologies
in a business environment. This includes support for the most popular and leading hardware
and software applications. The Nirix Helpdesk support team is well versed in technologies
from DELL, Cisco, Linksys, TrendMicro, Microsoft, Citrix, VMWare and many more leading
technologies. However, if your business has a technology that Nirix does not currently
support, our team of dedicated professionals can be trained and brought up to speed to
support your unique environment*.
* - Extra charges may apply.
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What is the standard scope of support and coverage available with the Hosted Helpdesk service?
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Standard support and coverage for our Hosted Helpdesk clients is Monday to Friday between
the hours of 8:00 AM - 5:00 PM Mountain Standard Time (MST). However, if your business
requires more in depth coverage and needs support beyond the standard 8 - 5 coverage,
additional plans are available to ensure you are able to get support when you need it.
The scope of support is determined and agreed upon, based on your business needs, before
you subscribe as a Hosted Helpdesk client. Support scope typically includes the support
of your desktops, servers, network and network devices, network monitoring, and standard
office applications and software.
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How is technical support provided with Hosted Helpdesk?
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Technical support for Hosted Helpdesk is provided either through email, remotely,
over the phone or an onsite visit.
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How can I request technical support?
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Users can request technical support by calling directly into our dedicated
helpdesk team, or by submitting an online ticket via our Hosted Helpdesk
online ticketing system, which is accessible 24x7x365.
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Is 24x7x365 technical support available?
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24x7x365 technical support is an available option for Hosted Helpdesk. In
addition, businesses can upgrade not only the coverage, but can also upgrade
the service level response time from the standard level of 8 hours to 4, 2 or
even 1 hour.
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What is the biggest benefit of the Nirix Hosted Helpdesk service?
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The Hosted Helpdesk service is a subscription based service with a fixed monthly
rate that can deliver better and faster service level than in-house IT, while
delivering a cost-savings to you of up to 40%.
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