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Service Overview: Sample Support Scope

Our goal is to take on a complete aspect of your support desk, providing front line resolutions for your end users on issues that impede their productivity. Whether you are a telecommunications provider, managed service provider, OEM or ISV, we have the skilled resources required to map our support processes to your business.

During the integration process your account team works with you to map and deliver the specific documentation and training required for the GMS technical support team (mentor team) to delivery exception support, day in and day out. Below are just a few examples of topics our Partners have us helping their users with over and above product specific issues users may be facing.

MSP/ISP Sample Support Scope

  • Windows Internet connectivity
  • PC and Productivity Application Help
  • Suspected virus detection / virus removal
  • Error message troubleshooting (OS or App)
  • Slow computer
  • Email client troubleshooting
  • Printer/ Scanner Usage Help
  • Web browser help (PC, Mac)
  • Mac OSX General Help (Browser, OS, How to Focused, Basic Security)
  • Mac OSX Network Interface Card Help
  • Mac OSX Application Help
  • Mac OSX Terminal Services Help
  • Add/remove user on domain
  • Email Server Support (add/remove users, troubleshoot errors, configure settings)
  • Remote access issues / VPN
  • Bluescreen / safemode troubleshooting
  • HDD issues
  • Driver issues (Printer/Scanner Included)
  • Backup issues
  • System restore
  • Update issues (OS and apps)
  • No error message – troubleshooting required
  • Mac OSX IPSec VPN Setup
  • Mac OSX Connecting to Servers, Network Devices
  • Mac OSX Email Configuration
  • Mac OSX Disk Utility Help

Product Sample Support Scope

  • Windows Internet connectivity
  • PC and Productivity Application Help
  • Suspected virus detection / virus removal

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