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“PAI is an integral part of our
infrastructure. They understand what it means to be a partner, not just a service provider.”
Mike Shisko
Director I/T
Hitachi Consulting
PAI Client since 2001
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Statements like these from our customers aren't the exception.
They're the rule.
That's because Productivity Associates Inc. (PAI) has been helping businesses like yours
solve their IT needs by achieving cost-and-time-saving efficiencies. We can help you do
the same with services like Acteon Service Desk Solution… |
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INTELLICENTER SMALL BUSINESS HELP DESK
Help Desk Service Description
Your business works like it's one of the big boys, but without the luxury of limitless
resources. For effective IT services on a more narrow budget, our small business help
desk service bundle is designed for companies with less than 100 employees.
PAI's IntelliCenter Small Business help desk solution provides 24/7, 1-800 access to
computer support services and a place for your computer users to call with all their
IT help desk related questions, problems or requests. The Small Business help desk
solution is one that offers standard business application support including Microsoft
application support, operating system support and standard PC support services
(including peripherals such as printers, etc.).
Taking advantage of our Small Business Pak computer support gives you firm control of
your IT environment while letting us take on the responsibility.
Features
PAI's Small Business Pak technical support service has the customizing and
personalizing features that help make it feel like your own in-house IT department,
for a fraction of the cost. A low cost help desk service delivering the quality
computer support services and robust features that you need.
Features like:
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24/7 access to the 1-800 help desk (excluding published holidays) |
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Phone is answered as your company's help desk… "Thank you for calling the ACME help desk, may I have your name please…?" |
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Access to advanced technologies including: call scripting, knowledgebase and remote control of PC's from our call center***. Fully licensed use of PAI's RHESolution system (no charge) |
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Escalated calls can be routed to personnel of your choice (internal employee, external consultant or the PAI Level 2 desk) |
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Coordination of multiple office locations into one organized workflow |
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Reports and detailed metrics run regarding service provision |
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End-user satisfaction reports generated for each call/incident |
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" All inbound calls are limited to 10 minutes in duration (Level 1), after which the call is escalated to Level 2 |
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PAI guarantees short answer times |
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PAI guarantees an 85% first call resolution rate for all calls of opportunity |
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PAI troubleshooting applies to any and all products and problem types mutually agreed to |
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