Concierge Service Description
FAQ Support Help Desk
This package provides the primary point of contact with the customer for all general support issues, such as “How-to” and basic troubleshooting.
· Tickets can be submitted via phone, email, and/or chat, and the help desk will:
· If resolved, the ticket is closed.
· If not resolved, the ticket is transferred to the Partner for issue resolution.
Office 365 Support
Includes everything in the FAQ Support help desk in addition to the following:
Phone assistance and/or remote login for ongoing premium technical support access to experienced and certified technicians.
This package provides the primary point of contact with the customer for all general support issues such as “How-to” and basic troubleshooting.
· Includes all account-related activities related to moving the account/licenses, adding new products or licenses to existing products, changing the nature of the products (upgrades, downgrades, etc.) and disconnecting accounts
Technical support/troubleshooting, including, but not limited to:
Office 365 Product Support Detail
· SharePoint issues
Visio and Project issues
Skype for Business
· Office Pro Plus
o In-depth training and usage assistance for Office applications (Word, Office, Excel, Project, Visio, etc.)
o In-depth training and usage assistance for administrative functions
o General “How-to” training
o General usage assistance (e.g., “How do I change my page in Word to landscape mode?”)
Desktop and Mobile Support
The package includes FAQ Support and Office 365 Support, plus:
Minimum System Requirements
Any technology that is no longer supported by the original manufacturer may have limited support.
Minimum System Requirements
Unless otherwise noted, the following are the minimum system requirements for computer service:
Detail on Microsoft Windows XP Limited Support
Microsoft terminated support for Windows XP, Internet Explorer 8, and Office 2003 as of April 8, 2014. The operating system and applications no longer receive software updates from Windows Update, which includes the security and driver updates necessary for the continued protection and usage with other devices. We provide technical support for XP systems according to the scope of service on a strictly ”commercially-reasonable best efforts” basis for both existing and new subscriptions in a program. During a service interaction, customers may be advised to upgrade to a supported Microsoft product.
At some point in the future, we may be unable to provide customer support for Windows XP. For example, because Microsoft will not be providing ongoing security protection, we may be unable to remediate damage due to malware. With advance notice to Partners, and optionally to customers, we may (i) stop the sale of new services for customers with Windows XP, or (ii) require that subscription customers move to a supported operating system.
If Support agents have made a commercially-reasonable effort to resolve an issue, and the issue still cannot be reasonably resolved, refunds will not be provided. Examples of limitations on support include:
Unless otherwise noted, the following are the minimum system requirements for tablet service:
Unless otherwise noted, tablet support is provided primarily through voice-based support. Remote access is used when appropriate to meet a customer’s request for device assistance.
Unless otherwise noted, the following are the minimum system requirements for peripheral service:
The system requirements for a peripheral device must meet the minimum system requirements of the service being performed. For example, a printer compatible with only Windows 2000 will not be serviced.
General Service Exclusions
The Services shall not include any tasks which:
The services will not be performed on devices that have been rooted or jailbroken, or if the manufacturer’s warranty has been invalidated. Services will not be provided on illegal or unlicensed copies of applications, including operating system software. In addition, unless otherwise noted, the following activities are excluded:
Tablet / Mobile App Support
We will support applications that are native to the operating system, device, or part of the carrier’s standard distribution and are currently supported by the supplier. Support for downloading applications is only from the operating system’s primary location for applications (e.g., Windows Store, Google Play, or iTunes), using a customer-authorized account. We do not support third-party applications that do not meet the requirements in the scope of support, but will use commercially reasonable efforts to assist, including referral to the application supplier for resolution.