Archive of “Service Call”

September 3, 2009

Tech Tips September 2010

As many of our clients may know AMRCON has several ways of initiating a service call or trouble ticket. If you are an ODS client please be sure to use our ticketing system by double clicking the AMRCON logo on the bottom right of your desktop. If you need assistance please let us know and we will be more than happy to show you how to use this feature. Trouble tickets from our system are viewed in real-time by all AMRCON technical staff. If you don’t have access to the ODS system you have 2 options that are checked on the hour. 1) Call our support line and if required you may need to leave a message. At times we may receive more calls than usual, which means a longer response time, but still guaranteed within our stated agreement SLA 2) you can always send an email to support@amrcon.com. Again this method is viewed by all AMRCON technical staff but may still require some time to respond depending on our ticket volume. An emergency call can always be initiated by pressing “9” during our phone announcements. The on-call tech will pickup.

ODS Clients:

Look for this logo in the bottom right hand corner of your screen   online2

Please note the easiest and most efficient way of requesting support is through our ticketing system. Since even a phone call must begin with a ticket to receive support services, it’s much easier for both parties to double click the ODS icon that looks like the icon above. This will initiate a web browser to open and automatically log into our systems with your desktop credentials. From here it’s quite easy, simply click on the New Ticket button in the left navigation toolbar. In this window you will notice there are many other options depending on your security clearance. Clients can also manage projects, invoices, proposals, additional users and many other features. If you would like to find out more information about becoming an ODS client contact our main office.

Break/Fix & Project Clients:

Fortunately our process for even non-agreement or break/fix and Project clients is very similar. Although we can not offer a guaranteed SLA , we do use the ticketing system for all support related responses. You will need to call our support desk directly at 732-705-5057 and select option 2 for the next available techician. Even these break/fix or project tickets are tracked and reported back to the end use of their status. There will be several options that will not be available unless you are an ODS client, however you will find great benefit over any other service provider by allowing us to introduce you to our advanced systems.

Not an ODS client yet?

Ask us about a free trial and network audit by calling Brenda 732-705-5057 and select option 3 to speak with Brenda, or you can email bpoyssick@amrcon.com.

Testimonial

"AMRCON has helped us to implement and update all our current technology. They have found ways to run our Information Technology at a much faster and more cost-effective way than previous managed services firms. In the financial services industry, everything is computer-based, so IT is a critical part of what we do on a daily basis to accommodate our customers and keep them happy. With AMRCON, we have had no downtime."

- Evey Stanziale, Owner, SCS Commodities

"AMRCON supports ten windows-based services for Proctor and Gamble’s Fragrance Division. I am completely impressed with AMRCON’s knowledge and ability to monitor the things that are important. We’ve been working with AMRCON for nearly two years, and in that time AMRCON resolved a rampant virus that attacked our servers. They were able to patch the servers and stabilize our network, all without coming on-site. AMRCON has also saved P&G added expense by using their out-of-the-box strategic solutions to various network problems. They always go above and beyond to make sure our systems are running properly."

- Tim McGilloway, IT Manager, Proctor and Gamble

"I first met Dee about five years ago when a friend referred him to help solve our many network problems. Back then, we used to have crashes and various computer disasters every couple of months. But as an attorney it is imperative that I have constant access to my clients’ files. Dee came in, fixed the problems, and since then AMRCON has managed absolutely all of my company’s IT needs. The best part is we haven’t crashed once since AMRCON has been on the job."

Peter Zipp, Zipp and Tannenbaum

"AMRCON makes certain that everything is working for my small business. I rely on their constant support and their back-up services. They also link everything together for me – the desktops in my offices and my home, BlackBerry, even my computer in Florida. I can go to one location and pick up where I left off. With AMRCON, their technology has given me the advantage of being able to complete with firms larger than mine."

Ralph Anderson, Lexington Capital Management

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