Help Desk FAQ
Pay-Per-Minute Help Desk Service is a unique service only found at Cloud Services Depot. Resellers use Pay-Per-Minute Help Desk Services to support traditional break/fix clients. Simply direct break/fix users to the Pay-Per-Minute Help Desk Service and then bill the client for the service at the established hourly rate.
Per-User Help Desk provides unlimited support for a specific user or group of users. With Per-User Help Desk Services, users can contact the Help Desk an unlimited number of times while the subscription is active. Resellers will typically include or bundle Per-User Help Desk Services with their Managed Services contracts.
Yes! Custom Help Desk Services are available for companies that have specific requirements that fall outside of our normal Help Desk Services for resellers. Cloud Services Depot currently works with hardware/software vendors, franchise networks, telco/ISP services and many more. More than just a call center, the Custom Help Desk service is a skilled group of technicians, capable of supporting advanced users, equipment and networks. Contact us for information at Sales@CloudServicesDepot.com.
Yes! Custom Help Desk Services are available for companies that need assistance with Level-1, Level-2 and Level-3 technical support for their products. Cloud Services Depot works with many ISVs, OEMs and other technology organizations to provide after-hour support, overflow support and first-contact help desk services. Contact us for information at Sales@CloudServicesDepot.com.
Yes! Cloud Services Depot provides full two-way ticketing integration for Autotask PSA software at no additional cost.
Yes! Cloud Services Depot provides full two-way ticketing integration for ConnectWise PSA software at no additional cost.
Cloud Services Depot defines “desktop support” as: The complete troubleshooting of an issue reported by an end-user until an on-site visit is required or the issue must be escalated to the reseller (or NOC Services) due to one of the following reasons: (a) The issue appears to be caused by a system/network/service that is not accessible by the Help Desk or the end-user. (b) The issue appears to be caused by a system/network/service that is not supported by the Help Desk. (c) The issue involves a non-supported application and “best effort” services have been delivered.
If your account reaches zero minutes during a call, the help desk agent will continue supporting the user until the call reaches its natural conclusion. We do not cut off users or phone calls due to low or zero remaining minutes.
If I purchase per-minute help desk services, how long will an agent stay on the phone to solve the problem?
By default, our agents will attempt to fix the issue for approximately 30 minutes. After 30 minutes, the agent will gracefully end the call and escalate the ticket according to the pre-defined escalation policy. Resellers can modify this value as needed. In the case when an agent is in the process of deploying a repair, the agent will stay on the phone with the user until the repair is complete.
Cloud Services Depot provides Getting Started Guides for all services. If you need additional assistance or have questions about the service, please contact your account manager or call tech support 24x7 at 866-343-2588.
The Per-User Help Desk Service is billed monthly in arrears on the same day each month. For example, if you start Help Desk Services on the 12th of the month, then your account will be billed on the 12th of every month. Resellers are invoiced for the maximum number of users used during the billing period.
Yes! Users may report an unlimited number of issues to the Help Desk. This allows resellers to bundle Help Desk Services with their traditional Managed Services Program.
Yes. All users on the network must be included in the Per-User Help Desk service.
No! There are no setup fees to get started with Help Desk Services.
The Help Desk Services are delivered by our teams located in Los Angeles, California. The offices are separate by 50 miles and operate with different power grids, telcom providers and Internet gateways.
Resellers can get started with Help Desk Services by registering for a free Cloud Services Depot account. After registration, log in to the secure Reseller Portal and subscribe to Help Desk Services.
Cloud Services Depot leads the industry in real-time provisioning and subscription approval. New Help Desk accounts and telephone numbers are active immediately. Resellers can configure the service and direct end-users to the Help Desk within minutes of ordering.
All users must be registered in the Help Desk Portal before they are eligible for service. Optionally, resellers may enable a company-wide option that will allow the Help Desk to receive calls from anyone at the company.