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EarthLink TechCare delivers a customized world class IT care experience for your end-users that maximizes their productivity from the office, at home or on the road. This service is fully integrated into your unique IT environment and our North America-based certified professionals seamlessly resolve your end-users technology challenges, enabling you to focus your internal IT resources to more strategic initiatives or add IT support without IT resources.
EarthLink TechCare is a fully managed outsourced help desk solution that is customizable and scalable to meet your needs today and in the future. This service typically saves up to 70% of the cost of providing an in-house help desk service. Avoid burning-out your limited IT staff on routine support issues on a 24x7 basis.
Our team of experts will guide you in building a customized solution that is fully integrated into your IT environment. We'll help you define thresholds for escalations and create a ticketing and reporting system that meets your needs. Our technical analysts are knowledgeable, courteous, and diligent customer advocates, empowered to solve issues and deliver a superior customer experience.
You can be confident that your end-users are getting first class treatment and operating at peak productivity levels.
Every client defines the support they desire within their Level 1 and Level 2 services. The lists below are samples of the types of support available within each level.
Level 1 sample list, also included in Level 2:
Level 2 support includes all of the features of Level 1 but extends the scope of support to include issues that require remote connection to a server for resolution. The analysts follow additional call-logging and troubleshooting scripts to ensure a smooth resolution experience for the caller.
Examples of Level 2 incidents:
