Alliance
Help Desk
Solve Your Software and Hardware Problems with One Call.
Alliance Help Desk provides live, North American Based,
24/7 technical support on software and hardware
products from certified frontline-support technicians. This
will reduce operating costs and free up your
organization's internal resources to focus on core business and
development projects.
What is Alliance Help Desk?
Alliance Help
Desk provides telephone support for multi-manufacturer software,
hardware and networking products. If a problem cannot be
resolved over the phone, the Alliance Technology Partners Help
Desk will dispatch the call to our technicians for on-site
support.
How does Alliance Help Desk work?
The help desk includes two options:
Full Support and Desktop Support
• Full Support is a point-based
system that assigns a pre-determined number of points to
various call types. When an incident is resolved, the
correct number of points will be deducted from your balance.
Points can be purchased in 100, 200, 500 or 1,000 point
packages and are valid for one year from the date of
purchase. Additional points can be added at any time during
the contract. Service is available 24 hours a day, 7 days a
week, excluding major holidays.
• Desktop Support provides unlimited
calls per user. This service is valid for one year from the
date of purchase and has a five-user minimum per contract.
Two response times are available: Business Hours and
Extended Hours.
| Help Desk Features | |
| • |
North American Based - 24/7/365 Support
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Technical Support for desktops, servers,
network connectivity and hardware
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Real-time tracking and reporting
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| • |
Easy Registration
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| • |
80 Percent of all calls resolved on
initial call
|
| • |
Average call answer time is less than 1
minute
|
| • |
On-Site Dispatch
|
| • |
Worldwide Support (English only)
|
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• |
Full support for in-and-out of warranty
products
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