Budget Friendly IT Remote Support Services

Process for Customers calling Partner Helpdesk

1. What can I call the help desk for:

            - Desktop Operating Systems - XP, Vista

            - Microsoft Office Suites - Word, Excel, Powerpoint, Access, Publisher

            - Email - Microsoft Outlook

            - Browsers - Internet Explorer or Firefox

            - Common Applications - Adobe Acrobat, Microsoft Visio, etc.

            - Network connectivity issues for PCs and printers

            - PDA - synchronization issues ONLY

            - Administrative Tasks - user setup and passwords

            - Data backup and restore

            - Third Party Application Software (This is done as a "best effort" basis) - Ex. Peachtree, Quickbooks

2. Contacting the Partner Helpdesk:

            PHONE: Call 1 -866 -520 -6414

            Hours: 7:00AM - 9:00PM Monday through Friday CST

            Emergency After hours: calls will be answered by an answering service. The service    will take the information and then contact the on call technician. The tech should call   back within 15 minutes if it is an emergency. If not an emergency, they will respond the next business day.

            EMAIL: send email to helpdesk@nashvillecomputer.com

             If you choose to send an email the following information is required:

            - Requestor’s name

            - Client Company Name

            - Call back number

            - Detailed description of the issue

If this information is not complete it could prevent or delay the response time.

4. If you choose to call:

            - a Level 1 technician will answer the phone and attempt to assist you within 8 minutes. If the Level 1 tech feels the issue will take longer to resolve you will be bumped to the next Level 2 technician. If a Level 2 technician is available you will be transferred to them, but if they are unavailable call back expectations will be set

            - and  if all of the technicians are unavailable you will be placed in the hold queue. You will be transferred from the hold queue once a technician becomes available. You will have the option of leaving a voicemail.

5. What do I need to contact Nashville Computer directly for:

            - PC/server setup and configuration

            - software installation

            - Handheld device setup and configuration

            - Hardware related issues (including but not limited to)

                        - PC failure

                        - hard drive failure

                        - Memory failure

                        - printer failure

                        - mouse failure

                        - keyboard failure

                        - monitor failure

            ISP outage (e.g. AT&T, Nuvox, Comcast, etc) - call your ISP first.

Your ISP (Internet Service Provider) is ___________. Their contact phone number is ____________.

If you have any problems or questions while calling our Partner Helpdesk - Please call Nashville Computer at 615 -377 -0054