Core IT "Live" HelpDesk if you need support during business hours or in an emergency 24x7x365 including major holidays, call Core IT's direct toll-free lines and connect to a first level technical support agent for immediate "live" troubleshooting and problem resolution:
· Call Handling and Incident Tracking Support 24/7/365
· Computer and Peripherals Troubleshooting Support
· Microsoft PC Operating Systems Troubleshooting Support
· MAC Operating System Troubleshooting Support
· Hand Held Device Troubleshooting Support (Best Effort)
· Server Assistance for service restarts, account maintenance and escalations
· Connectivity Support including Microsoft Office
· Virus/Spyware Removal
· Escalation Services
All time provided by the “Live” Help desk agents is covered by a small monthly fee – there are no additional time charges.
Service Levels Commitment
· A minimum of 90% first call resolution on non-break fix calls
· Less than 180 seconds speed to answer on 90% of all calls
· 2 hour response guarantee on 90% of all email requests
