Hardware Help Desk Support Hours
|
Basic
|
Advanced
|
Expert
|
Elite
|
Business Hours Remote Technical
Support
(SUN–SAT; 8AM-8PM EST)
|
Included
|
Included
|
Included
|
Included
|
Business Hours Onsite Technical
Support
(MON–FRI; 8AM–8PM EST)
|
Not Included
|
Not Included
|
Not Included
|
Included
|
After-Hours Remote Technical Support
|
Not Included
|
Not Included
|
Included
|
Included
|
After-Hours Onsite Technical Support
|
Not Included
|
Not Included
|
Not Included
|
Included
|
Holiday Hours Remote Technical
Support
|
Not Included
|
Not Included
|
Included
|
Included
|
Holiday Hours Onsite Technical
Support
|
Not Included
|
Not Included
|
Not Included
|
Included
|
Hardware
and System Support
|
Basic
|
Advanced
|
Expert
|
Elite
|
Device connection issues
|
Included
|
Included
|
Included
|
Included
|
Hardware Failure issues
|
Included
|
Included
|
Included
|
Included
|
Hardware equipment questions and
support
|
Included
|
Included
|
Included
|
Included
|
Service questions and support
|
Included
|
Included
|
Included
|
Included
|
Basic connectivity troubleshooting
|
Included
|
Included
|
Included
|
Included
|
System changes including network
configuration and data plans
|
Included
|
Included
|
Included
|
Included
|
End user training on call forwarding,
mobile app usage, scheduling, etc.
|
Included
|
Included
|
Included
|
Included
|
Temporary system configuration
changes for special circumstances or testing
|
Included
|
Included
|
Included
|
Included
|
Advanced equipment connectivity
troubleshooting including LAN devices
|
Not Included
|
Included
|
Included
|
Included
|
LAN configuration troubleshooting
|
Not Included
|
Included
|
Included
|
Included
|
Network outage analysis
|
Not Included
|
Not Included
|
Included
|
Included
|
Primary WAN hardware repair and/or
replacement
|
Not Included
|
Not Included
|
Not Included
|
Included
|
Primary WAN network installation,
replacement or upgrade remote support
|
Not Included
|
Not Included
|
Not Included
|
Included
|
Hardware
Portal
|
Basic
|
Advanced
|
Expert
|
Elite
|
Set up new users, including login
restrictions, passwords and security
|
Included
|
Included
|
Included
|
Included
|
Set up and change security for users
and applications
|
Included
|
Included
|
Included
|
Included
|
Monitor data usage per device
|
Not Included
|
Not Included
|
Included
|
Included
|
Monitor device uptime
|
Not Included
|
Not Included
|
Included
|
Included
|
Examination of logs
|
Not Included
|
Not Included
|
Included
|
Included
|
Professional
Services
|
Basic
|
Advanced
|
Expert
|
Elite
|
Technology solution design and
development
|
Not Included
|
Not Included
|
Included
|
Included
|
Proof of concept lab testing
|
Not Included
|
Not Included
|
Included
|
Included
|
Onsite implementation and project
management
|
Not Included
|
Not Included
|
Not Included
|
Included
|
Technology meetings to discuss
operations and performance
|
Not Included
|
Not Included
|
Not Included
|
Included
|
System capabilities review and
long-term strategy planning
|
Not Included
|
Not Included
|
Not Included
|
Included
|