 When you choose Com-Net you have a partner that will ensure your mission-critical systems are highly available. We acheive greater than 99.9% uptime by offering a variety of options for support that fit your needs and your budget. Com-Net supports systems in more than 165 locations 24 hours a day, seven days a week.
Help Desk
Our help desk is available 24 hours a day, seven days a week, 365 days a year. Each day, our well-trained help desk team works hand-in-hand to assure our customers are up and running.
The help desk personnel have secure access to our customers' systems and use built-in diagnostics tools to remotely troubleshoot, diagnose, and correct any software-related issues.
The help desk follows a well documented escallation procedure that begins with Tier I support. Once an escalation parameter is met, the issue is systematically escalated to Tier 2 software support. Tier 1 and Tier 2 support handles 99% of calls. If necessary, it is then escallated to Tier 3 senior management.
Onsite Response
In the event that a system issue cannot be resolved remotely, Com-Net has 12 regional service centers throughout North America, staffed with service technicians for on-call support. Our service technicians are highly trained and selected for their ability to troubleshoot and repair hardware and software in the field. Their visits are tightly coordinated with software development and support at coorporate headquarters to ensure a successful response.
|
