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About Fuze | helpdesk

The Fuze|helpdesk provides on-demand technical support services tailored exactly to our customers’ needs. Standard help desk services are offered during standard business hours with after-hours and emergency support options.

Tier 1 Support

Tier 1 Support provides basic software application and/or hardware support to callers including specific mobile devices.

Tier 2 Support

Tier 2 provides more complex support and/or subject matter expertise on software applications and/or hardware and is usually an escalation of the call from Tier 1.

Tier 3 Support

Tier 3 provides support on complex hardware and network operating system software and usually involves certified systems engineers. Call lengths on Tier 3 vary widely depending upon the type of incident.

Emergency Support

Emergency Support provides support for after-hours or system outage incidents. Emergency support is a premium support service and offers specific service level agreements.

Application Support

We can provide you and your employees with technical support for standard off-the-shelf software applications and proprietary applications.

Hardware Diagnosis

Our front-line hardware diagnosis and escalation services can include:

First-line support for field personnel and their hardware.
Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
First-line support for internal employees and their hardware.
Dispatching an on-site technician

Network Support

We can provide you with desktop related network support issues and user administration.

Remote Control Assistance

There's nothing more satisfying to a caller than quick, efficient resolution of their problem by a friendly help desk agent.

Our remote control software assistance provides you with:

Permission-based remote control of your caller's PC.
Step-by-step voice and visual resolution of your caller's issue.
Ability for the caller to see the help desk agent controlling their PC's mouse and keyboard.
Ability for the caller to regain full control of their PC at any time; especially at the end of the call.

Proprietary /Specialize Application Support

We can provide you with proprietary application support using one of the following three approaches:

Direct Service: our helpdesk technicians and senior engineers may have experience with the applications or have a fundamental understanding of the architecture. We will work diligently to help resolve any issues that may arise.

Technical Liaison: We can manage the full technical process and administration on your behalf with your application vendors.

Resource Coordinator: the Fuze|helpdesk can open support tickets on your behalf with your application vendors and provide basic system and network information to your application vendor to help expedite a resolution.

Customer Satisfaction Survey

Fuze|networks takes pride in providing quality technical services and values your feedback. We regularly send out customer satisfactions surveys asking the caller to complete a short survey/questionnaire.


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