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Concierge Service Description

Last Update: 7/29/2016 9:54 AM

​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:

  • Answer the phone as Partner (DID Line Provided)
  • Ask problem and open ticket
  • Attempt to resolve
  • Search FAQ for answer
  • Web Navigation Support

·         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:

  •  Logging in to the customer’s computer and observing the issue
  •  Identifying the actual cause of the issue
  •  Building a solution to resolve the issue
  •  Testing to ensure the issue is fully resolved

Office 365 Product Support Detail

·         Email Issues

  • Domain verification issues
  • Advanced Outlook connectivity issues
  • ActiveSync issues
  • Transport rules issues
  • Exchange control panel issues
  • DirSync
  • DNS manager and redelegation

·         SharePoint issues

  • Site collections
  • Quota management
  • User Group management
  • Customization
  • Vanity domain

·         Visio and Project issues

  • Assistance with installation and activation issues
  • Troubleshooting error messages related to product issues

·         Kiosk plans

  • Limited support

·         Skype for Business

  • FAQ Support and Office 365 Support troubleshooting, with escalation to Microsoft if necessary

·         OneDrive

  • FAQ Support and Office 365 Support troubleshooting, with escalation to Microsoft if necessary

·         Office Pro Plus

  • FAQ Support and Office 365 Support troubleshooting, with escalation to Microsoft if necessary

  Yammer

  • Limited support. Act as intermediary between the customer and Microsoft for support

Excluded:

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

Included:

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: 

Computer Tablet / Mobile
Troubleshooting 
  • Troubleshooting/resolving problems (e.g., error messages, persistent pop-ups, system application crashes)
  • PC troubleshooting (hardware issues, browser support, system conflicts, security support, drivers)
  • Diagnosing and fixing operating system issues
  • Addressing computer boot-up problems
  • Troubleshooting and solving software problems
  • Troubleshooting problems (e.g., error messages)
  • Assistance starting an operating system update
  • Assistance with a factory reset
Peripheral Support  
  • Assistance with setting up, configuring, and troubleshooting connectivity with standard mobile and peripheral devices
  • Set up Bluetooth headset connection
  • Assistance with setting up, configuring, and troubleshooting connectivity with standard mobile and peripheral devices
  • Set up Bluetooth headset connection
Network Connectivity 
  • Assistance with setup/configuration to an existing WIFI network
  • Securing a wireless network
  • Set up connection to existing WIFI network and/or hotspots
Performance  
  • Assistance with general performance issues
  • Assistance with using/configuring operating system features
  • Computer Tune-up Service
  • Assistance with general performance issues
  • Assistance with using/configuring operating system features
  • Adjust settings to save battery power (display and timeout settings)
  • Configure and personalize tablet/mobile device (icons, shortcuts, background)
Security  
  • Detecting and removing viruses, spyware, and malware
  • Antivirus software setup and configuration (software not included)
 
Application Setup and Support  
  • Installation and setup of software applications
  • Help with basic usage of most common software
  • Assistance with uploading photos to internet-based services
  • Assistance with downloading licensed media from the internet
  • Configuring data backup to a local storage device
  • Configure web browser, email, chat client settings
  • Synch contacts, email, and calendar
  • Synch mobile devices with PC application
  • Install an application from an app store
  • Help with basic usage of most common pre-installed software
  • Assistance with uploading photos to internet-based services
  • Assistance with downloading licensed media from the internet
  • Use navigation shortcuts (cut, copy, paste, screenshots, accelerated web scrolling)
  • Sync contacts, email, and calendar with computer or laptop
  • Troubleshooting computer synch software issues
Offsite Connectivity Support  
  • Opening of ports to allow for VPN connection
 

  

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:

  • Windows Vista, Windows 7, Windows 8, Windows 10 or Mac OS X (10.6 and later) and
  • a high-speed Internet connection

 

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:

  • the inability to install new software because of incompatibility
  • the inability to add devices because the required drivers not unavailable
  • the inability to resolve operating system issues because the required Windows Updates are not unavailable
  • the inability to remove malware, becauseto the commercial tools are unavailable

Unless otherwise noted, the following are the minimum system requirements for tablet service:

  • Android (2.3 or later), iOS (5.0 or later), Windows RT, or Windows 8+ and
  • a high-speed Internet connection (for remote access, where applicable)

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: 

  • invalidate or could potentially invalidate manufacturer warranties, or
  • constitute, or could potentially constitute, rooting or jailbreaking; or
  • replace or upgrade an existing operating system installation.

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: 

  • troubleshooting and resolution of Internet connectivity issues between the modem/router and service provider’s network (these issues will be directed to the service provider’s support organization for resolution)
  • resolution of hardware issues (these issues will be directed to the OEM’s support organization for resolution).


 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.