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At Pointivity, we take care of IT for you. That means we are available, day and
night, to answer your questions and take care of any issues you face. Our
24x7 help desk is staffed by certified engineers that can provide both remote
and onsite technical support for desktops, servers, network, routers, firewalls
and other IT infrastructure.
Pointivity Tier 1, 2, and 3 Support are available and can be used to
trouble shoot and correct issues identified by the
M1 Assist.
Tier 1 Support - Help Desk
This support is provided on an "as needed" basis by our skilled staff
of Help Desk engineers. Examples of services provided:
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Remote control of workstation to assist users |
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Primary workstation and application support and troubleshooting |
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All network administration for creation of user, rights, printer, etc... |
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All administration of email account & related services (aliases, spam, etc) |
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Restoring files from backup |
Tier 2 Support
This support is provided on-site and remotely by our dedicated Network
engineers. These services address issues that cannot be fixed remotely.
Examples of services provided:
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Physical installation or configuration of network devices or hardware |
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Physical move and changes to network devices |
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Issues escalated from Tier 1 |
Tier 3 Support
This support is primarily project-based and performed by Senior Network
engineers to address major technology initiatives and projects. The
majority of wide area support and problem solving falls under this category.
Examples of services provided:
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Identified technology projects |
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Problems or issues escalated from Tier 2 engineers |
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Wide area network issues or configurations |
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CTO and CIO services and strategic planning |
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