Mikrotec - Support Tiers / Levels

ISP and Web Hosting Backend Services

Why Multiple Tiers of Support...

With any operation you need a plan of attack to make sure you cover every area that need to be covered. At Mikrotec we make sure we effectively and efficiently cover all the areas by creating tiers.

By having the tiers specified we accomplish two things. 1) We provide our clients with the list of expectations and we know what the clients expect of us when we receive a support call in our call center. 2) We can route the calls in an effective manner that doesn't eat up valuable resources in our help desk therefore keeping our costs down so we can pass the savings onto you, our client.

Below you will find what we conceder tier 1 support and what we conceder tier 2 support.

Tier (Level) 1 covers...

Connectivity Issues: Cover all issues regarding connectivity in Windows (95, 98, ME, XP, NT) and Macintosh 8.0 and above. Currently we will service dial-up, cable, DSL, LAN, and wireless.

Username/Password: We will lookup, reset, and advise customers on their username and/or passwords.

Email Issues: We support all popular email clients including: Netscape, Outlook, Outlook Express, Eudora, Opera, and more.

Navigation and Browsing: We will support all popular browsers and most navigation issues up to, but not including reinstalling of dial-up networking.

Specialized, Unique, or Custom Software: Mikrotec will provide assistance with specialized software for client if (1) we approve the software and (2) proper training occurs before Mikrotec provides support on said software.

Hosting: Basic troubleshooting, check and see if webpage is up, ping and trace routes, reverse DNS lookup, and FTP support.

Tier (Level) 2 covers...

We will cover all areas of Tier 1 plus we will cover the items below.

Connectivity Issues: Cover all issues regarding connectivity in Linux, Windows (any O/S) and Macintosh. We will also reinstall dial-up networking or network protocols if necessary.

Email Issues: We will reinstall the email client.

Navigation and Browsing: Reinstall the browser and/or other software needed for browsing.

Specialized, Unique, or Custom Software: Reinstallation of any software packages with approval and proper training.

Hosting: Rebooting servers, adding domains, changing passwords for customers, reinstallation of FTP clients, support of SSH and SSL

-- Sales Phone: 877-202-4433
-- Live Sales Chat
-- hdsales@mikrotec.com

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Client Support: 888-921-2525 --
Fax: 859-225-3298 --
support@mikrotec.com --