NETRIO provides 100% white labeled Helpdesk Services. All transactions are branded to your specification. Your customers or vendors won’t know they are working with NETRIO, unless you tell them.
Helpdesk support options include Tier-1 & Tier-2; and are available 24×7 or just after-hours for those desiring to do it themselves during business hours.
Our Helpdesk technicians receive calls and/or emails directly from your end users and keep them updated throughout the entire ticket lifecycle. NETRIO helpdesk technicians will respond to issues as they arise and ensure your uptime and SLA goals are met.
- Tier 1: Field basic questions, process Move Add Change (MAC) requests, Q&A with customer to ensure a quality ticket is generated, etc. Your involvement in this scripting is welcome, ensuring NETRIO is operating to your specification – after all we are an extension of you.
- Tier 2: Advanced troubleshooting capabilities with specific knowledge of your products, services, network, and applications. We interface directly with your vendors (Telco, Equipment, Collocation, etc.) and manage them to your SLA. Tier-2 skillsets include but are not limited to:
- Managed Services
- Wired & Wireless
- WiFi Hospitality
- IP Telephony (SIP)
- IP-PBX (hosted or cloud)