Epsolon Networks supports desktop applications, Windows 95/98/NT/2000/XP operating systems, desktop network connectivity, basic network configuration and security. Providing daily software support for end users can put a drain on your internal IT resources. We can lighten that burden by handling all standard office desktop application questions through our easily accessible help desk hotline. Our key vendor partnerships and certifications enable our team of technical experts to maintain the highest level of knowledge. The support solution includes the ability for our experts to remotely view and resolve the problem and in addition our MANAGED BROADBAND services complements our commitment to a successful partnership with you.

Maintenance Analyst
Epsolon Analysts are responsible for providing quality service in a timely manner to meet service level requirements. This includes answering technical questions, resolving issues and escalating incidents when necessary, and logging all incoming and outgoing calls for the support program.

Management
The day-to-day management of the support program will fall under the responsibilities of the Team Lead assigned to the program. In addition, the Systems Engineer, will regularly review daily metrics reports, assist with operational issues as required, and provide strategic management for your program. Epsolon organizational structure provides the Systems Engineer with access to subject area experts, as well as a degree of autonomy and flexibility.

Support Call Logging
Each call received by a support analyst will be entered into our call logging software. The support analyst will log system information, customer issues and problems, as well as a detailed explanation of the resolution. Properly logged and recorded, this information will be valuable for identifying issues and analyzing trends.

Ongoing Training
Epsolon will accommodate ongoing training by the client in order to maintain service levels and incorporate changes to program requirements.

Trend Analysis
Proactive account management will provide you with immediate notification of potential problems because of a daily review of issues and trends.

Desk Level Instructions
Epsolon will author, maintain, distribute and enforce the use of Desk Level Instruction (DLI) manuals at the support analyst level based on your service levels requirements. These DLI manuals will be kept up to date with all changes introduced or required within 24 business hours of notification.