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Help Desk Support
Our Help Desk staff can help your customers and employees
with their desktop support issues, relieving your
IT staff of the need to man a desk and telephone.
We provide immediate access to a live IT support professional
via telephone, e-mail, or live chat 24 hours a day.
Our staff will work with your customers or employees
to resolve all types of issues, and can remotely connect
to their desktop to solve problems directly if you
desire.
Our help desk support option reduces your IT staffing
requirements, eliminates support wait times, and frees
your staff to concentrate on your IT projects.
Help Desk Support covers client queries based on
the following issues.
Note: Help Desk Support does not include any system
administration tasks such as installing and upgrading
software.
| Website Handling |
| » Uploading problems |
| » Website access problems |
| » Security permissions
& Access problems |
| » FrontPage publishing
problems |
| Web Server |
| » Site setup issues |
| » Secure server (SSL)
access and use |
| » Server side includes
(SSI) |
| » Using .htaccess files
to override default configuration |
| » Understanding website
statistical data generated by stats software |
| Email Administration |
| » Mail sending and receiving
problems |
| » Interpreting mail logs |
| » Auto responders, aliases
and redirects |
| » Mail software setup
(e.g. Outlook, NetScape) |
| » Mail blocking and filtering
|
| » SMTP authentication
|
| » Supported mail systems
include: Sendmail, Qmail, IMail, Merak, MailEnable,
Post.Office, XMail, SmarterMail, MailMax |
| Control Panel Software |
| » Control panel access
issues |
| » Supported control
panels include: Hosting Controller, Plesk, Ensim,
H-Sphere, CPanel and others |
| DNS Server |
| » Zone file editing (MX,
A records etc.) |
| » Domain parking issues |
| » Testing domain name
resolution |
| » Supported DNS software
includes: BIND, MS DNS, Simple DNS Plus |
| Security and Passwords |
| » Troubleshooting login
problems |
| » Resetting client passwords |
| » IP address blocking
through existing firewall |
| » Password protecting
directories (.htaccess/IIS) |
| » Denial of Service (DoS)
avoidance procedures |
| » Interpreting web server
log files |
| FTP and Data Transfer
Issues |
| » Using FTP client to
connect to web server |
| » Troubleshooting FTP
problems |
| » Supported server software
includes: MS FTP, PureFTP, Serv-U FTP |
| Microsoft FrontPage |
| » Installation and re-installation
of FrontPage server extensions |
| » FrontPage publishing
and access problems (server-side issues) |
| eCommerce |
| » Secure
Socket Layer (SSL) setup and access |
| » Providing advise to
customers on how to accept credit cards online |
| Linux and Unix Only |
| » SSH and Telnet Access |
| » Quota problems |
| » File permissions and
ownership problems |
| » Restarting Daemons
|
| » Supported platforms:
All Linux distributions (RedHat, Debian, Sussi
etc), and most common Unix platforms |
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IMPLEMENTATION PROCESS
Affordable Staff has designed a smooth implementation process
to transfer your support functions. Through this process,
we gather necessary information regarding your Customer
Care and Quality policies which is then incorporated into
our services to deliver transparent support services to
your customers.
The Implementation process begins with signing Service
Level Agreement (SLA) which is based on your requirements.
Once both parties sign the SLA, your contract with Support
Outlet begins.
Our Transition Specialist contacts you to begin the process
of understanding your Company's support structure. The first
step is always to understand your company's policies regarding
Customer Care and Quality. The Transition Specialist quickly
assimilates and documents this information after walking
you through simple questionnaire.
Once preliminary data is collected, the Transition Specialist
walk you through the process of collecting Sensitive information
about your servers and network. The information travels
to us only through encrypted mediums and is stored in highly
protected internal network. Your account is setup with us
and your servers are added to our Server monitoring systems.
Private communication channels are setup to facilitate quick
communication during emergencies. This information is stored
in our state-of-the-art in house CRM system.
A competent Team Leader is assigned for your team who
is responsible for maintaining quality for your company's
support. The Team leader studies the relevant information
about your company and briefs the team over 2 days. Previous
Customer care issues are studied and last minute doubts
are cleared. Once we are confident, we encourage you to
test the service and give us your feedback regarding it.
Once you are satisfied with the service or the critical
issues have been addressed and resolved, we start support
for you.
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