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Helpdesk Policy – For Proactive Monitoring/MSP Clients ONLY

SkyViewTek strives to follow this Helpdesk Policy to facilitate resolution of Client computer issues. This Helpdesk Policy applies only to Proactive Monitoring / MSP Clients. SkyViewTek may modify this Helpdesk Policy from time to time in its sole discretion and issued in writing or posted on our website.

1) Helpdesk Response Times

a) SkyViewTek will target 80% of calls answered within 30 seconds during our regular business hours. Our regular business hours are Mondays through Friday 8:30 AM to 5:00 PM Eastern Time (not including US holidays or other days recognized by SkyViewTek).
b) For tech support requests at any time, including the holidays, please call 610-590-5006 and email at the same time. If your request is urgent and requires immediate attention, please note “emergency” in your message – otherwise we will respond during regular business hours.
c)Our goal is to respond to calls within four hours or less during our regular business hours. However, it is possible due to high call volumes there may be delays during peak hours.
d) We strive to respond to emails and voicemails from Clients within 30 minutes if possible.

2) Escalation

a) Issues being worked on by tier one technicians will be evaluated every 15 minutes and will be escalated to senior engineers after a maximum of 45 minutes unless a viable solution is in the process of being implemented. If the issue cannot be resolved remotely, the issue will likely be escalated to “onsite” status.
b) Response times may vary with escalation depending on engineer availability and severity of the issue.

3) Issue Priority and Response Time

a) Most issues can be handled by helpdesk engineers remotely. In the event an escalation to “onsite” status is required, the call will be assigned a priority level and a senior engineer assigned.
b) The engineer will respond to the call as soon as possible according to the below priority levels.

Help Desk Policy

4) Onsite Support

a) Most problems can be resolved remotely; only in the event of escalation and failure to solve the problem remotely will we send an engineer onsite.

5) Helpdesk Tools

a) SkyViewTek uses a variety of different technologies to enable remote helpdesk support.
b) Once the user is on the phone with a member of our support team, the user will be asked to allow the technician to connect to the computer.
c) With the user’s permission the support representative can view your screen and share control of your mouse and keyboard.
d) The user is in full control of the computer at all times. The user can override control of the mouse and keyboard and end the screen-sharing session at any time.

SkyViewTek is Your Local Technology Support and Computer Company

Every business needs support they can count on 24/7, because network downtime impacts every office process. With our managed IT services, we ensure that your network runs smoothly to increase your efficiency and productivity. Learn more about our other services or contact us today to learn how we can improve your office productivity and profitability.

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Helpful Resources

SkyViewTek is a full services Managed IT and Managed Security Company. Below are some resources to help you learn more about the services you can expect from us as well as why you may need them.