24/7/365 Support Services

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Allow ETS to be there for you with our Anytime, Anywhere Help Desk. At ETS, we don't know the meaning of the word sleep. Our service functions whenever you need it, at any point during the year. Have an issue late at night that cannot wait until the next day? Give us a call. In addition, ETS offers Live Receptionist Services, which allow you to perform on-demand hiring of an online professional secretary whenever you need them over the course of the day. No matter what your support need is at any given moment, ETS can provide a solution.

Our ticketing system:
Anytime, Anywhere Help Desk will provide support for hardware products from selected manufacturers and software products including applications, operating systems, networks and connectivity software in the Supported Product List. Answering and/or call routing services include live answer of the telephone call, gathering of relevant caller information including noting the reason for the call or nature of the question, logging of the call in the database and alerting or escalating to the solution provider after the call.

Level I support includes gathering required or relevant information from the caller, validation of information, basic troubleshooting and triage, answering basic how-do-I and how-to questions, and attempting to resolve issues using acquired knowledge and experience. It also includes using readily available, industry-standard tools and resources including reference guides, FAQs and on-line knowledge bases. In no event are services intended for or considered consulting, design, reconfiguration, de-bugging or implementation services. Should Anytime, Anywhere Help Desk be unable to provide a resolution to the caller's question or technical problem, they will escalate the call to the caller's solution provider, so long as such solution provider has provided a requested escalation path (workflow) and the required contact information to Anytime, Anywhere Help Desk at the time of purchase of Anytime, Anywhere Help Desk services.

Level II support is not part of the standard Anytime, Anywhere Help Desk services or call escalation path for all Supported Products. Level II support can be procured for specific vendor products using additional Anytime, Anywhere Help Desk points or stand-alone Anytime, Anywhere Help Desk packages and may require you to pay for product specific training. Level II support include taking ownership of technical issues, initiating remote control, advanced troubleshooting and diagnostics and/or shut down and reboot/restart of products.
Anytime, Anywhere Help Desk shall use reasonable efforts to utilize the resources available to Anytime, Anywhere Help Desk to provide services. For all applications and/or systems not listed in the Supported Product List, you are solely responsible for working directly with the hardware or software vendor for support services.

Typical second-level escalation causes:

• Software/application-related incidents on Microsoft, Novell, Citrix from the desktop level
• Printer-related problems such as mapping, drivers and connectivity
• Incidents related to a network such as log in and response issues
• Core competency product set incidents for Microsoft, Novell, Citrix and Cisco

Coverage Hours
For the standard points per call services and for the extended Full Support service purchases, web and telephone coverage hours are 24 hours per day, seven days per week, 365 days per year excluding Executive Technology Services, Inc. holidays. (Holidays are New Year's Day, Memorial Day, Independence Day, Labor Day, Thanksgiving Day, Christmas Day.)

Performance Service Levels
Anytime, Anywhere Help Desk will strive to perform services at the following levels:

• Average speed of answer: 45 seconds; 80 percent of the calls answered in less than 40 seconds.
• Abandonment percentage: 94 percent of the calls answered; calls abandoned under 30 seconds will be excluded from the matrix.
• First call resolution: 70 percent of the initial calls will be resolved at first point of contact. This will be measured by the number of calls coming into the Anytime, Anywhere Help Desk's support line divided by number of problems logged.