IT Services

Information Technology Outsourced Help Desk FAQ

Is the Selden IT Outsourced Help Desk domestic?
Absolutely. All of our highly skilled technicians are located in our New York solution center

Are Mac's supported, and are standard Mac applications supported?
Yes. However Mac help desk support is limited to the specifications below:

• OS X Core
• Internet/Network Connectivity
• Custom applications with support documentation supplied by VAR
• Desktop peripheral hardware (non-hardware issues)
• Printers
• Keyboards
• Monitors
• Mouse
• Barcode readers, et

What are the real savings for Help Desk support outsourced through Selden IT vs. in house?
In order to provide 24x7 support, a minimum of 6 full time skilled analysts, a phone system with ACD capabilities and a robust ticketing system are required. We have invested millions of dollars in our solution center. Also all of our analysts go thru vigorous training on an ongoing basis which requires a significant investment.

What certifications are held by analyst in the Selden IT Solutions Help Desk ?
• HDI Help Desk Manager Certification
• STI Call Center Manager Certification
• ITIL Best Practices
• Novell Certified Professionals
• Citrix Certified Professionals
• A+ Certified Professionals
• Network + Certified Professionals
• Security + Certified Professionals
• Microsoft Certified Professionals
• Cisco Certified Professionals

What Hand-held/Mobile device platforms does the Seismic Help Desk support?
Windows Mobile, Palm Treo, and Blackberry devices are supported.

What sized opportunities does the Selden IT Solutions Help Desk support?
Opportunities as small as 5 users up to enterprise sized (over 20,000 seats) are currently supported. We apply our best practices to meet the needs of the end users.

Can any IT provider use your help desk to support their existing clients?
Yes, in most cases. If you are an IT solution provider and would like to use our help desk solution center, please contact our customer service department for approval and more information.

How many help desk support specialists will be assigned to support my customers?
The number of help desk specialists will depend on the size of your organization and expected call volume. As your business and call volume grows we will adjust our technicians accordingly. You only pay for each user that is supported under our agreement. No additional fees required for increased call volume.

What SLA's are in place for the Selden IT Solutions outsourced Help Desk?
On average all calls are answered in less than 29 seconds. 1st call resolution success rate is approximately 80%. An escalation procedure will be defined and in the event that a help desk technician is unable to resolve an issue we can assist in obtaining on site support. Please note that onsite support is not automatically covered under this service. However, onsite support is an option. Please speak with your representative about obtaining on-site escalation.

Can the Selden IT Solutions Help Desk support custom applications or products not on the supported list?
Yes. Limited support will be provided by the help desk if support information such as FAQ's, and escalation phone numbers are provided and reviewed in advance.

What is the list of supported services?

SUPPORTED SOFTWARE LIST

DESKTOP APPLICATIONS
DESKTOP OPERATING SYSTEMS
Microsoft Windows 95/98/Me/NT 4.0/2000/XP/Vista
MICROSOFT SERVER SUPPORT
Adobe Acrobat
Citrix ICA Clients for Windows
IBM Lotus Notes Client
IBM Lotus SmartSuite for Windows
Interact Commerce ACT! for Windows
McAfee Virus Scan
Microsoft Access
Microsoft Excel
Microsoft FrontPage
Microsoft MapPoint
Microsoft Outlook
Microsoft PowerPoint
Microsoft Publisher
Microsoft Visio
Microsoft Word
Microsoft Works
Symantec Norton Antivirus
Symantec PC Anywhere
Symantec WinFax Pro
WinZip Computing WinZip
Microsoft Windows NT/2000/2003 Server
Microsoft Exchange Server
Microsoft Application Center Server
Microsoft BizTalk Server
Microsoft Windows Storage Server
Microsoft Internet Security and Acceleration Server
Microsoft Small Business Server
Microsoft Commerce Server
Microsoft SharePoint Portal Server
Microsoft SQL Server
Microsoft Systems Management Server
Microsoft Content Management Server
Microsoft Virtual Server
NOVELL SERVER SUPPORT
Novell BorderManager 3.7
Novell Client for Windows
Novell eDirectory 8.7
Novell GroupWise 6.5
Novell Netware 3x–6.5
Novell ZENworks

CONNECTIVITY
3Com
Cisco
Citrix Systems
D-Link Systems
Extreme Networks
Linksys
Proxim

SUPPORTED HARDWARE LIST
3Com
Acer
Aladdin Systems
Brother
BlackBerry
Cisco
Dell
Epson
Extreme Networks
Gateway
Hewlett-Packard
Hypercom
IBM
Iomega
Juniper Networks
Lexmark
Micron Technology
NEC
Palm
Proxim
SonicWALL
Sony Electronics
Tektronix
Toshiba America
Viisage
WatchGuard Technologies

How do my employees open a service call?
Once the service is activated, your employees can call the Selden IT Solutions dedicated help desk toll-free 800 number to open a service call. The help desk will open a call, provide a ticket number for each incident (for tracking purposes) and begin working on the problem.

What are the Help Desk hours of operation?
The Selden IT Solutions Help Desk is operational 24x7x365?

Does the Selden IT Solutions Help Desk use remote access diagnosis and repair techniques as part of the standard process?
Yes. The help desk will use remote access to resolve issues. Remote access remediation is standard as long as the end user has broadband access and grants permission for dial-in and remote control.

Can the Selden IT Solutions Help Desk actively monitor our network and actively troubleshoot issues?
Selden IT Solutions can actively monitor your network, however this is offered as a different service. The Selden IT Service's Network Operations Center solution is the best option for this request.

How does the Selden IT Solutions help desk deal with viruses due to email spam?
While Microsoft outlook support is covered under the help desk agreement, serious issues due to spam and email viruses may not be covered depending on the incident. It is highly recommended that your organization invest in a commercial email spam/virus prevention product. Selden IT Solutions offers the best managed email defense system in the industry for as low as $0.20 cents per user. Please inquire about our Email and Web defense system.

Can the Selden IT Solutions Help Desk assist with data recovery from hard disk failure or corruption?
Selden IT Solutions does provide data recovery due to hard disk failure, However this is NOT supported by the help desk. Hard disk recovery is an intricate and extremely expensive process. Therefore It is recommended that you invest in an electronic archiving solution to protect your valuable data. Please inquire about our reliable and secure electronic vaulting services

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