Norbell's helpdesk services provide your customers with round-the-clock support and dedicated customer care representatives, without the high costs associated with providing an in-house helpdesk.

Setting up helpdesk facilities, maintaining and training a team of operators and managers is expensive and is a real cost that lowers your bottom line on a daily basis; while, outsourcing is viewed as a deductible business expense.

In addition to providing a tax friendly alternative for your business, outsourcing your helpdesk allows you to focus your attention on your core business.

There are two types of Help Desk Services Norbell Offers:

1. Technical Helpdesk
   
   24x7 technical phone support through a tollfree number.
   
   Routing to field dispatch when on-site maintenance is required (for customers with service contracts or with a request for service on a time and material basis)
   
   Customer access to extensive information via the World Wide Web:
   • Technical product information and FAQ's
   • Non-billable software updates via the World Wide Web (what is considered non-billable software updates)
   • Maintenance releases
   • Software release notes
     
2. End-User Helpdesk
   1. Phone Support per user per year:
      • 9 am to 5 PM, Monday to Friday (does not include weekend & holidays).
      • This is remote Access dial-in help desk only and is defined by the following demarcation points:
        Remote Location: PC must be powered on with the dial-up software running properly.
        Central Location: Support will be provided up to the security server identification and authentication.
   2. Phone Support per user per year:
      • 7x24x365, including weekends and holidays.
      • This is remote Access dial-in help desk only and is defined by the following demarcation points:
        Remote Location: PC must be powered on with the dial-up software running properly.
        Central Location: Support will be provided up to the security server identification and authentication.
        

Levels of Support are defined as follows:

Level 1 Support
Provide phone support to end users including trouble ticket opening, initial problem determination and routing, if necessary, and track requests to resolution.

Level 2 Support
Assist in problem resolution via phone support through utilizing problem history search, problem determination tools, problem resolution histories, configurations, manuals and other tools.

Level 3 Support
Provide detailed problem resolution with the assistance of the engineering support organization having expertise in the problem area including service planning, development and product engineering. Depending on the Service purchased by the customer, the problem resolution will take place accordingly, i.e. by us or referred back to the Customer’s help desk or support service.