Help Desk

Technical Scope

Level 1
The activities that are performed as part of the Level 1 Services include, but are not limited to:

  • Windows  general  help  and  “how-to” support
  • Mac  OSX  general  help  and  “how-to” support
  • Google  Apps  help
  • Internet  connectivity  troubleshooting
  • Restore  connectivity  to  network  devices  and  servers
  • PC/Mac  productivity  application  help
  • Tablet,  mobile  device  general  help
  • Digital  camera  and  other  single-function digital devices basic help
  • Error  message  troubleshooting  (0/S  or  application)
  • Suspected virus detection / virus removal
  • Slow  computer  troubleshooting
  • Email  client  troubleshooting
  • Email  client  configuration
  • Local  printer/  scanner  usage  help
  • Web  browser  help
  • Network  Interface  Card  help
  • Restart  server-side services
  • Password resets and service resets
  • Assistance  in  downloading  and  installing  local  productivity  software  such  as  Acrobat  or  Flash

Level 2
The activities that are performed as part of the Level 2 Services include, but are not limited to:

  • Email  server  support  including add/remove users, troubleshoot errors, configure settings
  • Support  for  network  printers  and  scanners
  • Add/remove  user  on  a  domain
  • Resolve blue screen issues or issues needing Safe Mode troubleshooting
  • Resolve  HDD  issues
  • Repair  driver  issues
  • Resolve  issues  with  backup  and  restore
  • Update  0/S  or  applications  to  the  latest  version

Out of Scope

During support activities with a Client, GMS may determine that an issue is not within the scope of The Services and will not provide support for that application or technology under this Agreement. (Notwithstanding this, GMS will make a reasonable attempt to help on a “best efforts” basis in most Situations.) Any such determinations will be promptly communicated to the Partner, accompanied by A detailed explanation of why support was not provided.
The activities that shall not be performed under the Agreement include, but are not limited to:

  • Taking  any  action  that  may  be  construed  as  a  violation  of  copyright  laws
  • Providing  passwords  (but  will  assist  Client  in  resetting  passwords)
  • Providing  or  finding  CD  or  product  keys
  • Supporting  any  pre-release or beta versions of software
  • Support  for  operating  system  registry  issues  or  BIOS  flash  issues
  • Support  for  issues  that  are  the  responsibility  of  the  Internet  Service  Provider
  • Support  for  digital  camera  or  other  single-function digital devices (but will provide help on a
  • best efforts basis)
  • Building,  rebuilding  or  programming  databases
  • Project  management,  system  analysis  and  design
  • Support  for  programming  languages,  macros  or  complex  formulas  (but  will  provide  help  on  a
  • best efforts basis)
  • Website development issues (but will provide help on a best efforts basis)
  • Support  for  advanced  network  administration  tasks,  such  as  configuring  network  devices
  • Accounting  software  and  other  applications  containing  sensitive  or  mission  critical  data  (but
  • will provide help on a best efforts basis)
  • Site-wide outage troubleshooting
  • Server/network  device  reboots
  • Hardware  issues  (best  efforts  only)
  • PC  setups  on  network  (best  efforts  only)
  • CRM  tools  issues  (best  efforts  only)
  • Phone system support (best efforts only)
  • Website/Web  hosting
  • Proprietary  applications  (best  efforts  only  unless  separately  contracted)
  • Proactive  Managed  Service  work  (unless  separately  contracted)

Supported Applications

Following are the major applications supported by the GMS Help Desk Service. This list is constantly changing as new applications are released by vendors. Applications are supported on both a break/fix and ‘how to’ training basis.

  • Internet  Explorer
  • Mozilla  Firefox
  • Google  Chrome
  • Safari
  • Microsoft®  Office  Products
  • Microsoft®  Outlook  Express  (versions  6.0  and  higher)
  • Microsoft®  Outlook®  (versions  2003  and  higher)
  • Microsoft®  Mail
  • Microsoft®  Exchange  Client
  • Microsoft®  Word  (versions  2003  and  higher)
  • Microsoft®  Excel (versions 2003 and higher)
  • Microsoft®  PowerPoint®  (versions  2003  and  higher)
  • Microsoft®  Access  (versions  2003  and  higher)
  • Microsoft®  FrontPage®  (versions  2003  and  higher)
  • Microsoft®  Publisher  (versions  2003  and  higher)
  • Microsoft®  Works
  • Microsoft® Project
  • Microsoft®  Visio
  • Microsoft®  NetMeeting
  • Microsoft®  Media  Player
  • Microsoft  Sharepoint
  • All  Abobe  Suite  Software  (PC  and  Mac)
  • All  Macromedia  Software  (PC  and  Mac)
  • Entourage
  • iWork
    • Garage Band
    • Bonjour
    • Aperture
    • Keynote
    • Time Machine
    • Spotlight
    • iChat
    • iCal
  • Photo  Booth
  • Open  Office
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