within Commercially responsible period:
-Sirus Networks Help Desk call center will attempt to answer all
-In the instance that all Sirus Networks Help Desk Representatives
are addressing other callers, the users call shall be queued in phone
system for next available representative.
-All queued calls shall be addressed in a period of no
greater than 15 minutes.
- User will have the option to stay in the queued system or leave
a detailed voicemail for issues of low-priority in nature.
-Voice mails of low priority shall be returned within a period of
no greater than 30 minutes.
the problem/issue with Customer's employee.
Level Support of non-proprietary Operating Systems and Applications
(Microsoft, Novell, Lotus)
-Settings Evaluation (ie. E-mail, network, printer, monitor)
-Evaluation of network properties.
Operating Systems and Applications (Industry Specific ERP, EDI, ADP,
UNIX, LINUX, AIX, HPUX, AS-400, IB3270)
-Identification of program specific to the problem.
-Initial diagnoses and trouble shoot (i.e. Power, network settings,
Ticket Routing of non-resolved issues
-Issues shall be routed
in terms of specific Operating System or Application, sensitivity of
issue, and geographic location of Customer's employee.
-Sirus Networks Help Desk will route all non-resolved issues to the
appropriate Customer IT Staff for