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Your Team Brian Trenton Tom Moran Kyle Zmudzinski Chris Clinton Josh Irish Mark Stoudamire.

Published byClifton Tate Modified over 8 years ago

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Presentation on theme: "Your Team Brian Trenton Tom Moran Kyle Zmudzinski Chris Clinton Josh Irish Mark Stoudamire."— Presentation transcript:

1 Your Team Brian Trenton Tom Moran Kyle Zmudzinski Chris Clinton Josh Irish Mark Stoudamire

2 Typical Problems We Solve Login Problems Email Down Wireless Connections File Access Software Updates Computer Crashes Virus/Malware Spam Server Management Office 365 Migrations Data Backup/Storage Remote Access Software Updates New Application Launch Hardware Procurement Device Monitoring/Management

3 Process Step 1 – Contact onsite resource for initial troubleshooting Step 2 – Contact HMB for evaluation & remedy Step 3 – HMB works w/ customer to resolve remotely Step 4 – HMB comes onsite to fix problem

4 Expectations PriorityResponse Time 1 As soon as possible Takes priority over all other service requests 2 1 hour 8:00 am - 5:00 pm, working days 324 hours 42-5 days 55–10 days

5 Definitions ServicePriority Core networking devices1 Server offline1 User accounts / Profiles2-3 Password resets2-3 Patching2-3 Restoring files3 Disabled user accounts1-2 Print Queues2 End user is unable to use device2 Email client setup (including mobile phones)3 Virus removal2, 3 or 4 Software installation3-4 Computer reimage3-4

6 Contact Method #1 (614) 392-5179

7 Contact Method #2 mssupport@hmbnet.com

8 Contact Method #3 http://support.hmbnet.com

9 Contact Method #4

10 Q & A

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