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First class help and support via phone, email, chat and remote control up to level 2 issues and can further escalate issues to level 3.

First contact in RMA and repair requests as well as liaising between client and Professional Services.

Create updates, monitors and maintains incident ticket generation for client problems.

Managed Services on behalf of the client, leveraging the power of SOTI MobiControl to configure, deploy, update and manage the clients’ mobility devices, providing a fast and efficient response to the clients’ needs.


 

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Email

Generally the first and most basic line of support that is provided to clients, it is at this point that the first steps of discovery is initiated and appropriate decisions about further actions are agreed, it is also the general method used to resolve most level 1 issues and enquiries.

Phone

Where more interactive communication is necessary the phone option is used, usually this solution is provided to contract customers and for customers wishing to pursue possible warranty claims. This method may also be supplemented with remote control/connection to deliver appropriate results.

Remote

Leveraging the latest in remote solutions that provide a safe and secure method to remotely support a client on their own premises, providing a faster response time than traditional onsite support, as well as providing an efficient method to deliver training and how to guides.

Managed Services

Providing a hands off solution for the client, allowing them to concentrate on their business process, the VisionID Help Desk can manage, configure, deploy and report on the clients’ mobility devices through state of the art MDM solutions.

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