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1. To offload the customer's internal IT staff workload in handling enquiries of common application such as Microsoft Office, Email, Internet browser as well as Windows Operating System resulting in their IT staff to focus on their core business.

2. To reduce the overall cost for customers to setup their own HelpDesk support by leverage our technical expertise and professional team skill sets.

A customizable help desk with calls tracking system for internal support, gives the customer's employees either call in by phone or submit a ticket from any computer with an internet connection.

1. ServiceOne provide a hotline HelpDesk service to customers based on 9 hours per day, 5 day per week via its centralized Helpdesk Resource Center located in Hong Kong.

2. The HelpDesk operation hours starting from 9am to 6pm, Monday - Friday.

3. The HelpDesk Service provided to customer is based on the following enquiry categories:

  • Microsoft Office Application: I.e. M/S Word, M/S Excel, M/S PowerPoint
    Supported versions: ver. 95, ver. 97, ver. 2000
  • Internet Browser: I.e. M/S Internet Explorer ver. 5, 5.5, 6, Netscape Navigator
  • Email Application: M/S Outlook 97, 2000, M/S Outlook Express ver. 5 and ver. 6, Netscape Messenger
  • Windows OS, User Interface level. Supported version: ver. 95, 98, 98SE, ME, 2000 Prof, XP Home, XP Professional
  • Hardware related enquiries: Printer driver, printer queue, device driver, setup and configuration

4. ServiceOne is able to meet at least 80% closure rate on first calls. Work around will be provided within 48 working hours (counted in business working days) for any enquiries which cannot be resolved on first call.

5. ServiceOne is responsible for submitting monthly call analysis report for customers who subscribe the HelpDesk Service.

6. Customizable SLA or supporting scope to be discussed for any special customer's requirement.

7. ServiceOne offers 20 calls, 50 calls and 100 calls token pack to meet different customer's needs.

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