ADS Help Desk 

Supported Software, Hardware, Services, and FAQ regarding ADS' Help Desk

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ADS’s Help Desk supports numerous commonly used desktop software products, many of which are listed below. As discussed later, Help Desk also offers more limited support for line of business and proprietary applications. Help Desk fully supports desktops, laptops, thin clients, and printers, and provides more limited support for tablets, smart phones, and local networks.



Software

Desktop Operating Systems
Microsoft Windows XP (Note, Microsoft discontinued support as of April 8, 2014)
Microsoft Windows Vista
Microsoft Windows 7
Microsoft Windows 8
Apple OS X 10.6 Snow Leopard
Apple OS X 10.7 Lion
Apple OS X 10.8 Mountain Lion
Apple OS X 10.9 Mavericks
Apple OS X 10.10 Yosemite

Office Suites*
Microsoft Office 2003
Microsoft Office 2007
Microsoft Office 2010
Microsoft Office 2013
*Includes Word, Excel, PowerPoint, Access

Email Clients
Microsoft Outlook XP/2003/2007/2010/2013
Microsoft Windows Mail App
Microsoft Office 365
Google Apps

Browsers
Internet Explorer 7 and above
Mozilla Firefox
Google Chrome
Safari

Thin Client and Virtual Desktop Interface (VDI) Support
The Help Desk will support clients using a terminal server or Citrix server by connecting to the server and remote controlling the end client’s session. In order to support this, the ADS RMM Server Agent must be installed on the Terminal Server or Citrix Server. If the end client is using a Windows or Mac desktop, the ADS RMM Desktop agent should also be installed on that desktop as well. If the end client is using a thin client to connect to the server, this must be noted in the client profile for the site by providing a computer name of “Thin Client.” End clients using Thin Clients will be billed on a per-user basis.

Supported Services
ADS’s Help Desk responds to a wide range of end-user requests. Although our Help Desk supports new user and equipment set-ups as well as other desktop projects, our first priority is to resolve high priority incidents that impede an existing customer’s ability to work.

Real-Time Requests
Real-time requests include high priority problem resolution as well as common administrative tasks and client inquiries. These requests are handled immediately by ADS’s Help Desk technicians and worked to resolution. Because there are so many types of Real-Time Requests, it is useful to organize them into three categories: 1) High Priority Problems, 2) Administrative Tasks, and 3) Application Support.

High Priority Problems
High priority problems severely impede a client’s ability to work. In some cases, multiple users may be affected. Examples include:
- Email or application crashed or not functioning properly
- Printing issues
- Database connectivity issues
- File and folder access problems
- General hardware failures
- Computer performance problems
- Virus and malware infections*
- Network connectivity failures**

The Help Desk works high priority problems immediately until resolved, or partner escalation is required. In certain cases, we may recommend performing the work at night so that the client and their workstation are not tied up during business hours. For example, if the client is experiencing moderate performance problems or has a minor virus or malware problem, we will coordinate with the client to schedule the diagnosis and remediation after working hours.
*The Help Desk will scan and remove viruses/malware from individual workstations. Where a more widespread infection exists, ADS  may send a technician to the client’s site to oversee the remediation.
**The Help Desk is for end users and is therefore prepared to resolve limited network problems. The Help Desk will attempt to isolate a network problem and direct the client to power-cycle attached devices such as a local router. The Help Desk does not change network configurations, nor does it provide support for troubleshooting or power-cycling network gear found in server rooms or data centers.


Administrative Tasks
The Help Desk responds immediately to Administrative Tasks such as those listed below. As described under Project Requests, more complex administrative tasks such as new workstation setups are not performed real time. Administrative tasks include:
- Single user account and group creation
- Mailbox and distribution list creation
- Password resets and unlocking of domain accounts
- File/folder permission changes
- Microsoft Outlook profile set-ups
- Mobile device email setup and configurations, and email, contact and calendar synchronization troubleshooting
- File and Folder Restores - Microsoft Shadow Copy and VERITAS/Symantec Backup Exec 8.0 and above only

Application Support
Application Support includes Common Desktop Applications and Line of Business and Proprietary Applications. All Help Desk technicians are fully trained in Common Desktop Applications, however, they are generally not familiar with Line of Business and Proprietary Applications. Therefore, we approach support for each of these differently.

Common Desktop Applications
Common Desktop Applications are listed in Supported Software and Hardware. The Help Desk provides in-depth troubleshooting and assistance for these applications and draws on a wide range of resources to ensure comprehensive support including use of ADS’s Knowledgebase, partner Notes, and web searches. Although the Help Desk does not provide end-user training, technicians will assist users with simple application questions such as how to print from a specific application or how to add a signature block to an email.

Line of Business and Proprietary Applications
Line of Business and proprietary applications are supported using ADS’s Knowledgebase as well as partner Notes. Continuum’s Knowledgebase contains an extensive repository of knowledge articles for Level 1 and limited Level 2 support for numerous third- party applications such as QuickBooks.

Desktop Project Requests
Desktop Project Requests are those requests which can be anticipated and thus scheduled in advance and require extended time, generally 20 minutes or more, to address. Project requests will be performed after hours when the client is not using their workstation, so that Help Desk technicians remain available for Real-Time Requests. ADS  will make best efforts to complete project requests no later than 6:00 a.m. of the client’s local time zone on the  day following the request, but in any event, no more than 24 hours from the time of request. Examples of project requests include:
- New Computer set-ups and configurations
- Network printer set-ups requiring configuration of the printer and multiple end-user workstations
- New user set-ups involving multiple application installations
- User terminations involving more than two password disables and/or multiple software removals or any email archiving or transfers
- Complex desktop software installations
- Any request involving 3-5 workstations, e.g., installing software across multiple workstations, configuring multiple workstations for anew network printer.*
*Requests involving more than 5 workstations are beyond the Help Desk scope and will be escalated to the customer’s sales person.

When a client calls the Help Desk for a Project Request, the Help Desk will collect the necessary information, create a ticket and assign it to after hours technicians. If the client demands more immediate service, the call will be escalated. To complete the project, the workstations must remain on and connected to the client’s network throughout the night.

Additional Services
Help Desk partners also enjoy the benefits of ADS’s American remote monitoring and management (ARM2) platform. Our expertise is codified into comprehensive rules that correlate event IDs, registry values and performance metrics to intelligently filter through thousands of alerts. ADS provides full server problem resolution and also gives you the option of receiving step-by-step instructions so you can quickly resolve problems yourself.

 Scope Limitations
ADS’s Help Desk delivers a wide range of service to your clients and is committed to delivering superior service at all times. To ensure that our technicians are able to provide fast, effective service, there are a few services that we do not provide which are important to keep in mind:
- Support for PCs without an agent
- Network device management/configuration (firewalls, routers, switches, ect..)
- Hardware-related issues (hard disk, memory, power supply, ect...); all hardware and/or equipment failures or related issues will be assigned to a local technician.
- ISP outages
- Hardware/software/ISP vendor ticketing management
- Application "how-to" training
- Any request involving more than 5 workstations

Processing Client Requests

Telephone
Calls are answered in the order in which they are received. If all technicians are unavailable, the caller will be placed on hold in the call queue and will be transferred to a technician as soon as one becomes available.

Our triage team is generally deployed 9:00 am - 5:00 pm Eastern time Monday through Friday. When our Triage team is available, callers will have an option to press 1 to speak to a Triage team member. The Triage representative will create a ticket for a call back by a Help Desk technician. If the caller chooses not to press 1, their call will be answered by the next available technician.

The Help Desk will create or update a ticket for each call received, whether the issue is in or out of scope, as long as the caller is part of a site that is activated for Help Desk support. For requests in scope, the Help Desk technician will attempt to work the issue to resolution. If there is a need for further investigation, the Help Desk will follow up with the caller once the investigation has been completed. When additional support is needed or the call is for a Project Request, the Help Desk will assign the ticket to the appropriate resource.

Emails
The Help Desk can receive service requests via email and will create tickets for new requests. Emails are processed in the order received, however, they should be limited to low priority issues as there can be up to a six-hour response time. If the partner has added a domain for the Site, emails to the Help Desk are automatically converted to tickets and an autoreply is sent to the email Sender with the ticket number.