Our Support Teams Infrasturcture
Support Workflow Diagram ServiceDesk Services & Supported Software ServiceDesk Escalation Matrix
Desktop Support Schedule Server Monitoring SMNP Device Monitoring Security Patch Management
DC@ccess RemoteCare Local Support Team (D-M-V)
Our Local Support Team is our front line sales and support team that you will actually meet and work with in-person. This is our "ground force" that is responsible for any and all work that is done physically at your office as well as your onsite consulting. Most sales and custom/client research also gets done by our Local Support Team.
DC@ccess RemoteCare CustomerCare Team (NY)
This team provides all front-office support for us and our
clients. Their
services include
- Screening support calls by priority and appropriately routing calls
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Appointment Scheduling
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Sales/Cold Calling
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This team works 8:30am – Midnight, Monday to
Friday, and 10:00am – 3:00pm on Saturday.
DC@ccess RemoteCare US ServiceDesk Team (PA)
Our
ServiceDesk Team is staffed with skilled Level 2 technicians who have had years of work experience in supporting end-users on server,
desktop and network level issues. This service is delivered using a
combination of phone and remote control tools that are a part of our
SAAZ remote support platform. Currently, this service is available
between 8am-10pm EST, Monday through Friday, with optional 24x7
after-hours and weekend coverage provided by an on-call system
(60-minute call back if placed in after hours queue).
They have ON-DEMAND ONLY access to your PC's, Servers or
other devices that we enable remote support to.
They work in specialized teams to provide support on a best-effort basis
and are all screened, tested, certified and approved before being
allowed to interact with our clients and client systems
For
after-hours support you will be asked to provide your name, company,
and phone number. This information is used to verify that you have
[paid for] the ServiceDesk Team Support service and to create your
trouble-ticket.
DC@ccess RemoteCare Clearwater ServiceDesk Team (FL)
This team provides only basic support to clients
on a 8-5 M-F (or 24-7 basis).
We have outsourced this service as an affordable “help-desk”
only support service to provide simple desktop and office-based
support on the attached list of applications.
This service is provided through our leading distributors
(one of the top 3 US technology distributors – Tech Data), as an
add-on to our services.
The technicians DO NOT have remote access to your systems and can
only support you via telephone or email.
DC@ccess RemoteCare NOC Support Team (DC - WORLDWIDE)
We have a team of over 200 personnel manning the NOC with various roles and departments within the NOC Each monitoring team will have L1Tech’s, L2 Techs & Server Expert Team (SET).
L1 Techs
The group of engineers in this team are
responsible to work with us directly on a day to day basis. Their
job consists of monitoring and processing all alerts, raising
Tickets, calling us and coordinating jobs with L2 techs, Server
Expert Team and Preventive Maintenance teams.
L2 Techs
This team consists of Engineers who are
responsible for monitoring Application and Operating System alerts
as well as communicate with partners and the L1 Tech team. If this
team runs into issues beyond their ability they immediately escalate
issues to the Server Expert Team (SET). All the line engineers in
both the L1 and L2 teams report to a Team Leader who then in turn
reports to a Service Delivery Manager.
Server Expert Team (SET)
This team of engineers are experts in Exchange,
OS, Veritas, SQL Server, etc. This team handles escalation issues
from all teams in the NOC that requires expert guidance. This team
handles migration, upgrades and other special projects. This team is
responsible for researching and analyzing all new critical events.
NMS Team
This team consists of experts in Networking who
are responsible for configuring Advance NMS and POSIX. This team is
responsible for diagnosing network related issues and taking up
special Network Projects.
Preventive Maintenance Team (PM Team)
This team is responsible for troubleshooting
any issues that arise with Patch Management, AV synchronizations and
Spyware scans. This team schedules Patch deployment based on our
clients site configurations.
Security Research Team (SRT Team)
This team is part of the Preventive Maintenance
team who downloads updates from Microsoft's website, tests them in a
lab environment, then performs the blacklisting/whitelisting
process. This team is also responsible for performing External
Vulnerability Scans on public IP addresses.
Product Support Team (PST)
This team is responsible for helping us resolve
our platform (agent) related issues. For example agents not
functioning correctly, agent do not show up on Portal, Remote
Console issues, etc. This team works with the Engineering Team in
certain cases to resolve issues.