• OVERVIEW
• GUARANTEED DELIVERY OF ALL APPLICATIONS
• UNLIMITED USER SUPPORT
• FORTUNE 500-CALIBER EMAIL & GROUPWARE
• ENTERPRISE-GRADE DATA CENTER

UNLIMITED USER SUPPORT

• Guaranteed quick response time
• 24 x 7 x 365 availability
• Desktop Support
• Wide support coverage (at home, traveling, etc.)
• Incident tracking system with client reporting
• Contracted escalation policy
• Training for New Hires

User Support

All Matrix users have unlimited access to telephone and screen-sharing support from our support department. We will resolve problems, provide training, answer questions, and give technical advice. At any time, support personnel can provide shadow support. If granted, our support person will see the user's monitor, and share the use of the keyboard and mouse. Another option is for our support personal to take full remote control of the user's PC. Before a support technician may shadow a user's session or be granted control of a user's desktop, they must be given explicit permission by both a verbal confirmation as well as visual confirmation by clicking the appropriate dialog box on their screen. Support is available 24 hours per day, 365 days per year; non-critical issues are not handled between 8:00 PM and 7:00 AM EST. A sophisticated support tracking system is used to manage help desk operations. As support requests are submitted, each becomes a tracked case recording the user who made the request, time of request, nature, priority, etc.

Training

In addition to support, Matrix's support department is responsible for providing each new hire (due to expansion or turnover) with an orientation session on how to properly use The Matrix-IBS.com Portal and all of our services. This orientation session is almost identical to the training that all users receive upon the initial migration process.

Local issues

Because of the nature of Matrix's services, most technical issues will not occur on the user's computer - local hardware is only used to access the Internet, launch a Browser, and connect to Matrix. Nevertheless, issues will arise having to do with local hardware, e.g. network connectivity issues, local/network printing issues, spyware, virus issues, local hardware failure, etc. Matrix will resolve all of these issues, as well as any other reasonably related local technology problem that prevents or hinders proper access to Matrix. In the event that a hardware failure is diagnosed, Matrix support staff will make necessary arrangements to resolve the problem e.g. order a replacement part, report the problem to hardware vendor / warranty vendor, etc.