Help Desk Scope of Services Supported Software and Hardware

Help Desk

Scope of Services

Contents • Supported Software and Hardware • Support Services • Additional Services • Scope Limitations • Processing Client Requests • MSP Responsibilities

Introduction TurnKey MSP’s Help Desk delivers fast, courteous, expert problem resolution for end-user technical problems. To do so, TurnKey MSP focuses its support in areas where it has deep expertise. This document defines the scope of services offered by TurnKey MSP’s Help Desk and the key responsibilities of Managed Services Providers (MSPs) contracting with the Help Desk. A complete understanding of respective responsibilities ensures your clients receive the high-quality service they expect. Note: Our services are always expanding so check with your Account Manager if you are looking for a service not listed below. This document is subject to modification without notice in response to changes in technology and support needs.

Service Level Options TurnKey MSP offers 24 x 7 support 365 days per year including holidays. Help Desk support hours provided to your customers will vary based on the service level you choose. All service levels are offered on a per end- user basis.

Service Level1 Hours2

Business Hours3 8:00 am to 6:00 pm

After Hours Only3 5:00 pm to 9:00 am

24 x 7 Coverage4 24 Hours

1. Help Desk is available for sites that are using Elite Server Care. 2. All hours are based on your client’s local time zone. 3. After Hours Only applies to MSPs who provide daytime support themselves and choose TurnKey MSP to deliver extended support at night, on weekends and during holidays. After hours coverage is not applicable to full-time workers on second or third shifts. Please see the TurnKey MSP Partner Support Portal for a complete list of TurnKey MSP holidays. 4. 24 x 7 Coverage is for single shift workers who need extra support during off hours such as nights, weekends, and holidays. 24 x 7 Coverage is per end-client and does not apply to use of a single machine shared by multiple shifts.

Supported Software and Hardware

Help Desk

TurnKey MSP’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 Systems1 (Note: The Help Desk will not install or migrate an Operating System due to the risk of data loss.) • 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 Contacting the Help Desk

Office Suites* Help Desk can be accessed in the following ways: • Microsoft Office 2003 Client Toll-Free Telephone Number • Microsoft Office 2007 • US and Canada: 1-866-520-6414 • Microsoft Office 2010 • UK: 0800-068-6063 • Microsoft Office 2013 • Australia: 1800-210-539 • Microsoft Office 2016 Client International Toll Number *Includes Word, Excel, PowerPoint, Access • International: 1-724-720-9075 Email Clients Partner Toll-Free Telephone Number • Microsoft Outlook XP/2003/2007/2010/2013 • US and Canada: 1-855-342-8432 • Microsoft Windows Mail App • Microsoft Office 365 Email: [email protected] • Google Apps Tickets: May be entered in TurnKey MSP’s ITS • Mac Mail Portal or transmitted via selected PSAs such as Browsers ConnectWise and Autotask

• 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 TurnKey MSP 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 TurnKey MSP 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. Thin Clients are billed on a per-user basis.

Note: Help desk support extends to end user devices if agent software is installed on the end user’s assigned computer. This computer should be assigned to the user in their client profile. Alternatively, the user’s client profile can be enabled for Thin Client access. Device support includes setup and configuration default email application and connection to wireless networks.

Help Desk 1Microsoft discontinued Windows XP support as of April 8, 2014 and the Help Desk will not support the XP Operating System as of July 1, 2016. We will continue to support an XP workstation as a dumb terminal/thin client for remote access.

Supported Services

TurnKey MSP’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 client’s ability to work. Therefore, we divide our services into two primary categories – Real-Time and Desktop Project Requests. This approach offers many benefits to our partners and their clients: • Ensures that when your clients call with a high priority issue, our frontline technicians are available to serve them immediately. (We prefer to work with your clients while they remain on the call or chat to ensure issues are resolved to their satisfaction, but if your client is not required, we will generally offer them the opportunity to disconnect while our technicians complete the work.) • Minimizes the time your clients spend on the phone while our technicians work, thus delivering a superior customer experience. • Enables TurnKey MSP to offer low prices and provide additional services at no charge by leveraging our less expensive NOC resources when direct client interaction isn’t required.

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 TurnKey MSP’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.

1. 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. When difficult server-related problems are identified, the Help Desk will engage TurnKey MSP’s NOC which specializes in server troubleshooting and remediation.

* The Help Desk will scan and remove viruses/malware from individual workstations. Where a more widespread infection exists, the NOC will work with the MSP to resolve the problem. Note that sites with network infections often require workstations to be physically disconnected from the network to prevent re-infection during clean-up, in which case the NOC’s ability to assist is constrained. ** 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 if permitted by the MSP, direct the client to power-cycle attached devices such as a local router. The Help Desk does not change network configurations, including firewalls, nor does it provide support for troubleshooting or power-cycling network gear found in server rooms or data centers.

Help Desk

2. 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

Most Administrative Tasks, including password resets and account management, require the MSP to specify who is authorized to approve these requests. For security purposes, we do not make these types of changes without approval. Please note these approvals in the appropriate Security section of the Help Desk tab. If further details are required, please create a reference and tag it with the Security Related Requests tag.

3. 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.

3.1 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 TurnKey MSP’s Knowledgebase, References, 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. 3.2 Line of Business and Proprietary Applications Line of Business and proprietary applications are supported using TurnKey MSP’s Knowledgebase as well as References. TurnKey MSP’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. Additionally, partners can provide troubleshooting and support documentation in the References section of TurnKey MSP’s ITSupport Portal which technicians will search for solutions and answers to common client queries. Technicians will also search the web to resolve Line of Business application problems, but will not contact third- party vendors for support.

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 and will be completed by TurnKey MSP’s NOC technicians so that Help Desk technicians remain available for Real-Time Requests. TurnKey MSP will make best efforts to complete project requests no later than 6:00 a.m. of the client’s local time zone on the

Help Desk day following the request, but in any event, no more than 24 hours from the time of request. Note that for clients subscribing to Business Hours support, projects will be completed by the next business, rather than calendar, day. 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 a new network printer*

*Requests involving more than 5 workstations are beyond the Help Desk scope and will be escalated to the partner. Partners may use Tech Advantage to fulfill these requests as desired. More than 5 user account modifications will be accepted by the Help Desk and completed by TurnKey MSP’s NOC technicians.

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 the NOC. If the client demands more immediate service, the call will be escalated to the partner. To complete the project, the workstations must remain on and connected to the client’s network throughout the night. Additionally, the partner must ensure that the necessary credentials are stored in the appropriate location in the ITS Portal.

Additional Services Help Desk partners also enjoy the benefits of TurnKey MSP’s advanced remote monitoring and management (RMM) platform and our world-class 24 x 7 NOC. Our expertise is codified into comprehensive rules that correlate event IDs, registry values and performance metrics to intelligently filter through thousands of alerts. The NOC provides full server problem resolution and also gives you the option of receiving step- by-step instructions so you can quickly resolve problems yourself.

TurnKey MSP’s Tech Advantage service offers low-cost, fixed-price projects for hundreds of different tasks ranging from simple desktop projects to the most complex server virtualization and cloud migration initiatives.

Scope Limitations

TurnKey MSP’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 (other than thin client environments)* • If a client calling from home has a work workstation with an agent, the Help Desk will assist with work connectivity problems (for example, a VPN connection), but does not support any other home PC issues • Network Device Management/Configuration (Firewalls, Routers, Switches, etc.) Note: The Help Desk will assist with power cycling network gear (router/modem/firewall), but will not make configuration changes. • Hardware-related issues (Hard Disk, Memory, Power Supply, etc.); all hardware and/or equipment failures or related issues will be assigned to the Partner for remediation • Issues detected by TurnKey MSP’s RMM platform (The NOC will work with MSPs directly on these; the Help Desk is not intended to be an intermediary between the MSP and the NOC) • ISP outages • Hardware/Software/ISP vendor ticketing and management • Application “How To” training • Any request involving more than 5 workstations

Help Desk

*Help Desk offers an option to assist existing Help Desk clients when no agent is installed for an additional fee per incident. Partners may opt-in by site; this service is intended for exception cases only where partners are unable to install a particular agent due to workstation unavailability. When a client calls with no agent, the Help Desk will install the agent and resolve the problem. An additional fee of $100 will be billed to the partner for each occurrence. This fee is applicable whether or not the Help Desk can resolve the problem, provided the technician successfully installs the agent and attempts to resolve the problem in accordance with this Scope of Service.

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. The Help Desk does not offer callers the option to leave a voicemail.

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 associated with a site that is activated for Help Desk support. For requests in scope, the Help Desk 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 (typically, TurnKey MSP’s NOC or the MSP).

Chat Chats are answered in the order in which they are received. If all technicians are unavailable, the chatter will remain in the chat queue until a technician becomes available.

The Help Desk will create or update a ticket for each chat received, whether the issue is in or out of scope, as long as the chatter is associated with a site that is activated for Help Desk support. For requests in scope, the Help Desk will attempt to work the issue to resolution. If there is a need for further investigation, the Help Desk will follow up with the chatter 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 (typically, TurnKey MSP’s NOC or the MSP).

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. 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.

For those requests requiring client interaction, a technician will contact the client (the Help Desk initiates that contact within three hours for 40% of these tickets, within six hours for 60% of these tickets, and always within 24 hours. Desktop Project Requests will be completed by the next morning or within 24 hours as discussed above.

For email requests to be processed, the following information must be included in the body of the email: • Requester’s full name • Client company name • Call-back number(s) • Detailed description of the issue

Help Desk

If this information is not in the email request such that the MSP and/or client cannot be determined from the return address, the Help Desk will be unable to create a ticket or contact the client so no further action can be taken.

Tickets For Tickets created by the MSP or Client, it is important to understand that no matter what priority is set, all tickets are handled in the order received. If an MSP has an issue they consider an emergency, they may assign a ticket to the Help Desk, but must follow up with a phone call to the Help Desk to escalate the ticket so that it can be worked as soon as possible.

Tickets can be assigned to the Help Desk through a Partner’s ITSupport Portal. Tickets can also be assigned through PSAs such as ConnectWise or Autotask if the Partner is using a TurnKey MSP- PSA ticketing integration.

Incoming tickets will be placed in the Help Desk ticket queue and the client will be contacted within six hours.

TurnKey MSP Help Desk reserves the right to end any communication that becomes unprofessional in language or content.

Client Call-Backs and Other Help Desk Outreach

The Client Contact Table describes when and how the Help Desk will proactively reach out to your clients and how no-contact situations will be handled. Outbound calls placed from the Help Desk will have a caller ID of 866-520-6414 and will display “Technical Support”. If there is no answer, the technician will leave a voicemail asking for the client to call the Help Desk at 866-520-6414, or reply via email. Emails will be sent from [email protected].

Client Contact Table

Scenario Help Desk Actions Help Desk needs to reach client to initiate work on an email Make 1 call attempt within 1 business day using up to or ticket, or 2 available numbers per attempt (office, mobile) – voice messages are left. (Note: the Help Desk will attempt to call Help Desk began work on a call, but needed to conduct the first and second number listed in the Client Profile for further research offline and is now ready to re-start work each client, and/or any number specified in a ticket or by the client or client’s colleague while working on the ticket.) • If the client cannot be reached with these calls, Help Desk: 1. Sends email to client “We tried to reach you” and describing the information needed to work on the request 2. Retains ticket for 1 business day and sends another email stating the issue will be assumed to be resolved if we do not hear from the customer.

Help Desk completes work without client on phone (e.g., an • Help Desk emails the client indicating the work is email or Project Request) complete and invites reply or call back if the client is not fully satisfied • Help Desk marks ticket NOC Completed and assigns to partner

Help Desk Help Desk is unable to complete scheduled work (e.g., AV • Help Desk emails the client informing them of the scan scheduled after hours, Desktop Project Requests) problem and indicating they will try again the following night • If the second attempt is unsuccessful, Help Desk: Note: Occurs, for example, when workstations are not 1. Marks the ticket Info Needed online and connected to the network or credentials are missing or invalid 2. Assigns the ticket to the MSP*

Client stops work during a call with a Help Desk Technician • If the technician can continue to work the ticket without (e.g., they must go to a meeting) the client on the phone, they will do so • Otherwise, no further action will be taken unless the client calls back

• If no call-back is received within 3 business days, Help Desk: 1. Marks ticket NOC Completed 2. Assigns ticket to MSP*

* MSPs may not reassign these tickets to the Help Desk for further contact attempts. However, if the client calls the Help Desk and the ticket is not closed, the Help Desk will retrieve the ticket and work it. If the ticket is closed, the Help Desk will start a new ticket.

MSP Ticket Assignments and Escalations

When the Help Desk completes a ticket, they will mark it as “NOC Completed” and assign the ticket to the MSP. The MSP can then review the ticket and mark it Closed. The Help Desk will never mark a ticket as “Closed.”

On occasion, the Help Desk will need to assign an open ticket to the MSP or escalate a call, for instance, if the technician does not have the minimum set of site details needed to resolve an issue, or the client’s request is out of scope. For a full list of mandatory site details, see Activating Help Desk in our Doc Center.

In these situations, requiring MSP input, the Help Desk will:

• Call up to 2 MSP telephone numbers in accordance with the Help Desk Notification template as configured by the MSP in the ITSupport Portal.

Note: this template can store more than 2 numbers, however, only the first 2 numbers on the first line of the Notification template will be used.

• If the technician reaches an MSP employee, they will either: 1. Warm transfer the call (e.g., request is out of scope, mandatory information is missing) and assign the ticket to the MSP. 2. Assign the ticket to the MSP because needed information to resolve the ticket is not available in the portal.

3. Update the site information when the MSP can provide it and approves the update.

Note: Once the MSP has added the missing information to the portal, the ticket can be reassigned to the Help Desk to continue work on the issue.

• If the technician cannot reach an MSP employee, they will: 1. Leave voice messages at the two numbers called (the first line of the Notification template) 2. Email all addresses in the Notification template

Help Desk 3. Assign ticket to the MSP in Info Needed status

To reduce escalations and tickets, MSPs can:

• Ensure that all required site documentation is provided for client sites.

• Opt-in to the “call before escalating” Help Desk inquiry option in notification rules (see below).

For more information on both of these actions, see Activating Help Desk in our Doc Center.

Help Desk Inquiry MSPs may choose to opt in for the “call before escalating” Help Desk inquiry option in notification rules. This features allows the MSP to provide one phone number (ideally, something like an ACD or hunt group or Google Voice number – that is, a number that rings to multiple telephones to increase the likelihood of being answered) that the Help Desk will call if the answer to a simple question would allow the technician to continue working on a ticket. For example, if a request needs to be approved, or the license key for a product is required, the technician will call this number rather than assign the ticket back to the MSP. If the technician reaches an MSP employee on the phone, the technician is authorized to obtain missing information from that employee, update the site documentation and complete the ticket (with the exception of passwords and security related requests/authorizations – these remain the responsibility of the MSP to update in portal documentation.)

For more information on Help Desk inquiry, see “Create a Help Desk Notification” in Activating Help Desk in our Doc Center.

MSP Responsibilities Mandatory Site Information and New Client Activation Comprehensive site information is the key to maximizing the value you receive from our services and ensuring a great experience for your clients. It is essential that our technicians have immediate and easy access to all the site and environment information relevant to the problems your clients are likely to encounter. For a full list of mandatory site information, see Activating Help Desk in our Doc Center.

Complete, accurate and well organized documentation ensures that TurnKey MSP: • Delivers high quality, timely service, while avoiding lengthy talk times that frustrate your clients • Maximizes the number of tickets it completes without your involvement thus reducing your costs and avoiding resolution delays if we can’t reach you to obtain needed information

Prior to activating a new client, TurnKey MSP will review the site information you provide and identify areas where the documentation is missing. We recognize that not all information is applicable to every site (e.g., not all sites have email spam filters), therefore, documentation should indicate when this is the case. We also recognize that in certain cases, an MSP cannot obtain all of the information below prior to activating a site. This will inevitably lead the Help Desk to escalate tickets to the MSP which frustrates clients, delays problem resolution and reduces the value the MSP receives from leveraging the Help Desk. This is why we strongly recommend that you provide the maximum amount of information possible before activating a new site.

Technician Availability There will be instances when the Help Desk will need additional information, clarification, or approval for service requests assigned to the Help Desk. It is the MSP’s responsibility to ensure that qualified MSP personnel are available to the Help Desk to facilitate timely incident resolution. Please ensure that your Help Desk Notification template is current at all times.

Other Responsibilities

Help Desk It is the MSP’s responsibility to: • Install TurnKey MSP’s desktop agent on every desktop (physical or virtual) to be supported by the Help Desk and/or ensure that a Note authorizing the installation of the agent exists for the site. • Install TurnKey MSP’s server agent on every server in use by any client the Help Desk will support. • Call or ticket all ISPs and other third-party vendors in the event that their support is required to resolve an issue. • Provide all onsite support at client locations to address issues that cannot be resolved remotely such as hardware failures and physical connectivity issues. • Work with TurnKey MSP’s Product Support Team to resolve any product-related issues such as agent installs, LogMeIn, Malwarebytes, etc.