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Help Desk Support
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STN's Help Desk Support provides our clients a
single phone number to call for any issues related to hardware
problems or maintenance, software support and maintenance, and
on-going training. These support services include: |
Call Tracking |
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Hardware Maintenance |
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Hardware Upgrades |
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Software Maintenance |
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Software Upgrades |
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Support Library |
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Training and Support |
STN provides on-going support on a wide variety of computer systems, terminals, printers, and software applications. As our client base and technology dictate, STN continues to add highly trained and motivated staff to ensure continued excellent service and support to our client base.
All support calls are tracked from the moment they are received until the problem is resolved. Our system enables STN to receive, dispatch, monitor, and report on all support calls received by the Help Desk.
STN is able to maintain a service history database for each client. This database allows us to analyze trends that may appear in a client's service history. By noting these trends, we are able to make recommendations regarding additional user training, software enhancements, hardware upgrades, and system reconfigurations.
STN is further backed by a very high level annual support agreement with SCO. STN has access to SCO personnel and specialized software and drivers. We have similar relationships with AT&T GIS (NCR), Wyse, Novell, Hewlett Packard, DEC, and other manufacturers who assist STN in providing high level support for equipment and software.
Hardware Maintenance
Hardware maintenance provides full on-site labor and parts service. Should a server or host computer, terminal, desktop PC, printer, cable, or other part of the system fail or malfunction, STN will dispatch the appropriate technician and inform the site of the estimated time of arrival. STN aggressively tracks the event until resolution of the problem. Response time for service requests can be scheduled for as little as four hours.
Software Maintenance
Software maintenance provides support as required via voice and modem. STN dials into the computer through it's bank of support modems and adjusts software, removes lockfiles, reconfigures settings, and provides other services and enhancements as required. As software updates are issued by the manufacturers, STN will provide and install them where approved. Where program "bugs" are detected, or where programs fail to perform as specified, STN will work with the vendors to have these deficiencies corrected. STN will act on behalf of the client in obtaining action under warranties and guarantees.
User Support
User support provides that our clients' personnel are supported over the phone as they require help in using their systems or software packages. Again, through a single telephone number, they can call and have questions answered. If they are stuck on a particular point, their assigned STN technical representative will talk them through the problem and get them going again.
Contracting For Help Desk Services
It's your choice! STN offers a variety of ways you can obtain the help desk services you want, tailored to your needs. Click here to see specifications for STN Help Desk Services.
