Help Desk

Helpdesk Services
Helpdesk Services is the central point of contact for the entire BPPM services portfolio. BPPM's comprehensive helpdesk solutions can incorporate a wide breadth of activities from a complete customer service desk, handling product and company inquiries, through to entitlement checking, service subscription advice, technical support, and full call management.

BPPM's Helpdesk is skilled with engineers providing dedicated first line support for end users or system users. Service capabilities include :

National toll-free number.
Call reception, logging and data capture.
First level end user support - Q & A.
Escalation of second level support and on site service providers.
Call statistics analysis and reporting.
Service Level Agreement (SLA) management.
Availability as per SLA.
Regular call review.
Complete Call Management Ownership.

Other services options may include virus handling, integration to your asset register database and link for the provision of the entire BPPM's Desktop Services portfolio. BPPM has the technology and experience to help your company set up helpdesk facilities in your premises. From technical guidance to training of your call operators BPPM will be delighted to discuss any helpdesk project that you want to undertake.

Since every business environment has it's own unique needs and challenges. That's why we offer two types of IT Maintenance services to choose from.

RETAINER SERVICES

Our team of experienced engineers can provide your company with fast and reliable servicing on a retainer basis. This service is offered to you in increments of 10 hour blocks of time that Use this time as needed. There is no time limit on its use. The minimum time for a service call is a one hour minimum and used in 15 minute intervals. The price for time is at a 15% discount below the normal service rate and does not include hardware. You will receive an additional 5% discount if purchased in two consecutive months or blocks of time. Many companies use this service until they can determine their long term needs.

MAINTENANCE CONTRACTS

BASIC

Service Call

Service and support provided in 1 hour minimums;
� hour if within 3 miles of BPPM office.
Phone consultations billed in 30 minute increments.
Work performed is documented on a service call work order.

ESSENTIAL

Rollover Maintenance Contract

Around the clock business critical environments
Response within 4 hours; service provided within 24 hours.
Service and support provided in 1 hour minimums; � hour if within 3 miles of BPPM offices.
Phone consultations billed in 15 minute increments.
Monthly activity statements of all billable work with summarized contract utilization.
Remote administration and monitoring recommended.
Twice-monthly on-site maintenance visits by an engineer, minimum.
Remaining hours rollover to the following month through end of contract.
Six month minimum commitment.
Savings: 5% off the second consecutive 6th month contract

PREMIUM

Custom Maintenance Contract

Services customized to your business and support needs, with prioritized response and service time.
Phone consultations billed in 15 minute increments;
calls less than 5 minutes are free of charge.
Additional hour for every 10 hours contracted.
Monthly activity statements of all billable work with summarized contract utilization.
Remote administration and monitoring recommended.
Weekly on-site maintenance visits by dedicated engineer.
Twelve month minimum commitment.
Savings: 5% off second consecutive 6th month, 10% off consecutive 12th month.

We looking forward to speaking with you to discuss your needs and our capabilities in more detail.

Maintenance