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Servers Direct Service Credits - The Customers challenge
Typical issues a customer may face that the vouchers will cover:
Desktop Application Set-Up & Configuration
Patch and Upgrade Support
Microsoft Office Support (Word, Excel, PowerPoint, Access)
Windows 2008 server including R2
Workgroup File & Print Sharing Security
Firewall Set-up and Configuration
Security Software Set-up and Configuration
Staying Safe Online - Help and Advice
Server Application Set-Up & Configuration
Microsoft Exchange Server
Windows Sharepoint Services
Microsoft Office FrontPage 2003
Routing & Remote Access Services
Application Fault Diagnosis & Remote Repair
Domain/AD User Account and Permissions
Domain/AD File & Print Sharing
Hyper V and VMware
Advantages of the scheme
Levels of Support - Helpdesk
1st Line Support:
Capable of logging calls of the initial incident accurately capturing all information and data supplied by the customer,
Fixing simple problems or general “how to” questions within office applications
2nd Line Support:
Capable of logging calls as above.
Fixing advanced features within office applications and desktop operating systems
Basic server functions, such as password resets, creating new users and printer issues.
Research and investigation will be required at this level which can take time. Access to the site remotely may be required at this level.
3rd Line Support:
Advanced problems within desktop operating systems and all features within server operating systems.
Research and investigation will be required at this level which can take time. Access to the site remotely will be required at this level.