Providing sample text that maximizes you productivity!
“On demand, caring &
committed support! ”
24/7/365 committed help desk services to support your business!
For more information visit us online today at www.Jolera.com
24/7/365 committed help desk
services to support your business!
Today the productivity and efficiency brought by new technology can have a large impact on your organizations success. However it is these same technologies that can present users with adoption challenges and technical issues that can cause road blocks.
The Jolera help desk services group operates and runs the Support-I.T.™ product line designed to be an all-encompassing or extension of your I.T. support strategy. Jolera’s help desk services group is the pillar of our offerings and designed to meet the constantly escalating demands of its user base.
Overview
Support-I.T.™ Features
• 24/7/365 Never Sleeps Support
• Full Bilingual Support
• SLA Guarantees
• User Satisfaction Polling
• Onsite or Remote Support
• 3 Tiers of Escalation
• Full Ticket Management
• Flexible Application Support
Support-I.T.™
Key Features and Benefits
24/7/365 Never Sleeps Support
A true sign of any successful help desk services organization is the 24/7/365 availability of support. Jolera's commitment to being one of the best I.T. support organizations has followed by key investments in ensuring a 100% available help desk. Call, email, or online chat, are the key contact methods for our helpdesk team.
Full Bilingual Support
As a Canadian founded company Jolera believes in ubiquitous support across all provincial and global regions. This key trait has ensured our investment in bilingual support staff coupled with ticket management in English and French interfaces.
SLA Guarantees
Managing and exceeding user expectations is a challenging task to juggle in our technology dependant workforce. To help clients understand the type of experience and response/resolution time’s users can expect we have designed 3 different SLA categories that can be mixed and matched across organizations. These SLAs are extremely aggressive and can only be matched by high performing help desk teams like Jolera's.
User Satisfaction Polling
In the help desk services business it can be cumbersome and difficult to consistently gauge user satisfaction and experience. At Jolera we have designed our own rating systems that are quick and easy to implement in any organization and guaranteed to not to overburden your users with answering multiple questions on a regular basis. Using the thumbs up or thumbs down rating strategy we have quickly been able to improve on the good and change the disliked.
24/7/365
SUPPORT
Onsite or Remote Support
The Support-I.T.™ product is broken down into two main service categories. The first is our onsite team of tier 1 and tier 2 representatives. We encourage our customers to buy onsite services in bulk hours and preschedule the visits as needed. Tier 1 Support is focused on user interface and basic server maintenance while tier 2 is designed for advanced server maintenance and work. The other major category for Support-I.T.™ is the help desk services made up of three tiers (silver, gold, executive) that can be customized on a customer and user basis. The help desk services includes tier 1 - 3 escalation and uses our remote control tools to assist in connecting to complete troubleshooting and necessary work.
AROUND
THE CLOCK
Product-I.T.™
How it Works!
Support-I.T.™
3 Tiers of Escalation
Key investments have been made over the past few years to upgrade our incident management tools to allow for better tracking of issues, pattern recognition, easy access to client portals, and great SLA tracking mechanisms. In addition to these key advances Jolera's ticket management tool also excels in thorough reporting that has allowed us to further evolve our team into the high performing group it is today.
Full Ticket Management
Flexible Application Support
Critical to a successfully running helpdesk is the triaging of support incidents and the quick resolution and escalation of tickets. Jolera's help desk services group has its own full complement of service representatives that have been able to consistently surpass industry standards for first call resolution (FCR). Our goal is to reduce the different support representatives that customers need to interface with and quickly resolve all incidents before SLA breach timelines.
Most Jolera customers have a unique or custom application that requires help desk assistance in supporting. With good documentation and training our help desk services group is prepared to learn and resolve issues that may arise from these unique customer specific applications. Our team is consistently training and adding to the list of supported applications, tools, and services - we welcome our customer additions.
Downstream Desk Side Help Desk
Feature Rich Packages
Support-I.T.™
Support-I.T.™ Desk Side
Support-I.T.™ Help Desk
An off-site multitiered support service that provides 24/7/365 access to technical support from our help desk.
Offered on a flat fee per user/month
Real time technical support by qualified support professionals
Single point of contact (24/7) for all problems, requests and questions
Service Level Agreement (SLA) based on issue urgency
Local and toll free telephone, web portal, Skype™ and e-mail communications Real time web chat
Remote technical support tools to interact with a user’s desktop
Escalation path for all service requests (remote) Desktop Basic MS Office Suite of Product and Windows, MAC O/S and MAC MS Office
User Move Adds Changes (MAC)
Technical support that provides Tier 1 Technical Support for desktops, laptops and mobile devices at clients location
Microsoft™ Certified Professionals or similar proficiency
Desktop, Laptop and mobile device troubleshooting and repair
Desktop Application support
Database migration
Reports, Stored Procedures and Queries Database monitoring and reporting
We support additional applications on a best effort or otherwise agreed upon basis
Help Desk Key Features
Support-I.T.™ Server Side
Support-I.T.™ Downstream
We provide you with the means to manage your IT department - you simply provide the resources.
Technical support that provides Tier 2 Technical Support for server, desktops, laptops and mobile devices and network devices at a clients location.
Custom help desk board with organizational views and usage
Time tracking and expense management modules
Project tracking and automation
Automated ticket creation and escalation reporting
Customize workflow for notifications
Cost effective incident management system with detailed
Seamless handoff from Jolera to your local IT Microsoft™ Certified Professionals or similar proficiency
Desktop, Laptop and mobile device troubleshooting and repair
Server device troubleshooting, repair and change management
Feature Rich Packages
Support-I.T.™
Server Application installations and Group Policy Rollouts Desktop Application support
General Proficiency Open Systems Interconnection model (OSI) Layers 4 through 7
Server Side Key Features
Downstream Key Features
YOUR SUCCESS
IS OUR SUCCESS
24/7 infrastructure monitoring and inventory
24/7 infrastructure management with SLA
24/7 Helpdesk and onsite support
Seminar and web based custom training
Application development services
Jolera Product and Service Offerings
Private cloud server hosting
Server collocation services
Shared Web, DNS, SVN, and SSL Hosting Spam/Anti-virus Email protection Infrastructure professional services
Hosted Sharepoint Sites
Internet Connectivity and WAN solutions
Structured cabling
services Offsite AutomatedBackups
For more detailed information contact us at: Local (Toronto): 416-410-1011, Press #2 Toll Free: 1-800-292-4078
Email: [email protected] Jolera Inc.
“We provide an à la carte portfolio
of products and services tailored
to meet your business needs. “
24/7 management of cloud infrastructure
WAN Acceleration and Optimization
