I.T. Help Desk & Digital Concierge

BUSINESS

I.T. HELP DESK & DIGITAL CONCIERGE

Description

FLOW Business offers a Help Desk of technical engineers specialized in customer service and the resolution of everyday technical incidences for SMBs through ticketing, email, dedicated phone number, and chat, 24 hours 7 days a week. A team of community managers provides customers orientation to create an online presence for their businesses by helping them create profiles to some of the most common online services and social media for businesses. FLOW Business assigns all necessary resources (personalized support email, phone number, web chat and ticketing platform) that allow final users to contact support and digital concierge and request help. 100% of all chat conversations and call recordings will be stored in FLOW Business platforms for 60 days for case by case review per request. Each IT Support and Digital Concierge service allows the client to add up to 10 users that can request assistance, even simultaneously, through any of the available channels.

Support Scope

The IT Help Desk is designed to help users solve technical questions or issues regarding their operating systems, hardware, and some of the most common software SMBs use.

Operating systems Software

The service includes configuration, troubleshooting, Installation, configuration, personalization and solution to installation and uninstallation of operating system software, specific issues regarding the most common software. All or any technical issues with the device. Our team can help original licenses and installation means are the CLIENT’s reinstall the OS as long as the CLIENT has the original responsibility. FLOW Business will never give support to licenses and means necessary. The service does not include software obtained illegally. training in use of the OS or any other software, only specific • Microsoft Office Suite (Word, Excel, Outlook, Power issues will be solved. Point, etc) • Windows: XP - 10 • Open Source (Open Office, Libre Office, etc) • Windows Server: 2003 - 2019 • Browsers (Google Chrome, Microsoft Internet Explorer, • MacOs: 10.6 (Snow Leopard) up to 10.14 (Mojave) Microsoft Edge, Mozilla Firefox, etc) • Linux: Ubuntu 19.04, Fedora 30, Open SUSE 15.1, • Multimedia software (Windows Media Player, VLC, Debian 10.0, Red Hat 8, CentOS 7 Spotify, iTunes, Quick Time, Real Player, codecs) • iOS: 7.1.2 and 12.3.2 • Compressors (Winzip, WinRar, 7zip) • Android: Ice Cream Sandwich 4.0 - Pie 9.0 • Peer to peer (Mega, eMule, Kazaa, eDonkey, Ares, • Windows Phone OS: 8.0 - 10 Mobile Frostwire, BitTorrent, uTorrent, etc) • Antivirus and firewalls (Bitdefender, Microsoft Security Essentials, Symantec, McAfee, Avast, AVG, Avira, etc)

Hardware Cloud storage and streaming

Initial hardware configuration, synchronization with Account creation, app download and installation on operating system, and connect to network if necessary. compatible devices, optimization for intended use. We are Any drivers or controllers necessary must be provided by restricted by each service’s Terms and Conditions. the CLIENT. We will do everything we can to obtain them if • Video streaming: Netflix, Amazon Prime, HBO Go, etc. available. • Audio streaming: Spotify, Apple Music, Google Play • PC Music, Deezer, etc. • Smart TV • Cloud Storage: Dropbox, Onedrive, Elife Drive, Google • PC peripherals (webcam, printer, scanner, external Drive, Mega, etc. storage, etc) For providing support to systems specific to a customer, • Smartphones they must provide the necessary training for optimal • Tablets support, as well as access to the corresponding systems. A • Multimedia devices (Apple TV, Chromecast, Roku, etc) team coordinator will be assigned as main contact for all communication for support and technical teams.

Digital Concierge Scope

Customers will be able to request help from one of our community managers in the cloud service brokerage chat, call the local support number, or send an email to receive immediate assistance on the creation of their profile. The community manager will be able to offer manuals and videos on how to create a profile for each of the services and social media included in this scope. The online profiles covered are the following:

• Google My Business • Whatsapp for Business • YouTube • Yelp • Twitter • Instagram • Facebook for Business • LinkedIn • Pinterest

Through this service, a community manager will guide the customer on how to create and maintain a business profile on the platforms covered by the scope. FLOW Business cannot create the profiles or do the adjustments on behalf of the client, but will guide them step by step and can take remote control of their desktop or laptop if necessary.

The following is covered by this service:

1. General inquiries: 2. Modifications of the profiles:

• How to create a business social network account? • How to change names. • What is the difference between an organic and paid • How to change an address. post? • How to make adjustments on hours of operation. • How to create an account to manage business profiles? • How to modify contact information. • How often is it recommended to post? • Advice on how to change the cover profile image for each social network. • Advice on the recommendation of image measures for each social network. • Differences between business profiles and personal profile.

3. Profile creation 4. Limits of the service

• Lead the client step by step on how to create their profile This service does not cover: depending on the needs of the business. • Strategy: The community manager cannot help the customer • Explanation of each platform and its main objectives. define the strategy that will be carried out for each platform. • Creation of posts. • Creation of any type of content. • Any form of attention or support to users of the client’s profiles. • Integration: Does not include linking social networks with complimentary services like CRM, online store, chatbots, or others. • Advertising: Creation and management of advertising campaigns for the correct implementation of the budget, Facebook Ads, Instagram Ads, Twitter Ads.

FLOW Business has the necessary infrastructure for providing and guaranteeing support and resolution to end users. • Call Center positions (Workplace / • Decentralized service to guarantee • Ticketing and support platform with chair) availability support email and reporting. • Computer • Dialing platform for local and mobile • Internet bandwidth and backup • UPS for power outages of up to 4 hours numbers

Technical aspects & pre-requirements (information required) There are no requirements for the customer to use this service.

Activation times Once the customer is created on the admin platform, the service is immediately active and can request support through any channel.

Policy for activation & disconnections Service can be temporarily suspended and reactivated. FLOW Business has a 24 business hour SLA to suspend/reactivate from the moment the notification is received via email.

Penalties associated to cancelations None

Policy for data management after cancelation When a customer’s subscription is permanently cancelled, the customer is deleted from the platform, along with all interactions.

SLAs and excluded events FLOW Business help desk adheres to the following SLAs for first response: • Chat: 30 seconds • Phone: 60 seconds • Email: 20 minutes

All IT support issues are immediately solved in every case the solution is within the solution specialist’s hands (they have access to the device through our remote tools, the software’s license is valid, the hardware’s drivers are available, the device is in adequate conditions).