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 provides support for after-hours
or system outage incidents. Emergency support is a premium support
service and offers specific service level agreements.
We can provide you and your employees with
technical support for standard off-the-shelf software applications
and proprietary applications.
Our front-line hardware diagnosis and
escalation services can include:
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
Proprietary /Specialize Application
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.
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.