24/7 Mobile Help Desk
Support for End Users, Any Time, Any Where and on Any Device
Vox Mobile staffs our 24X7 support center with certified technicians to handle the support of your cell phones, BlackBerry, Windows Mobile or iPhone end user population. Your end user will be answered with a customized greeting to respond to their technical support, replacement or upgrade request as an extension of your internal support infrastructure.
We are better than anyone else at mobile device management by providing “true” technical support, not just a warm body answering the phone. We back up our claims with service level agreements that are reported as part of our standard monthly metrics for all clients.
Whether you reach us via a dedicated 800 number or email submission our team will work to resolve your end user’s issue in the most expeditious manner possible. We break down the requests into three tiers for incident tracking and escalation routing.
Tier 1
Triage
- Incident Acknowledgement and Ticket Creation
- General Seven Mobile Email Software Use FAQ Support
- Ticket Escalation
Tier 2
General Issue Resolution or Support That May Require Mobile Operator Interaction
- Device Troubleshooting
- Device Firmware/OS Upgrades and Patching
- Email/PIM Synchronization Troubleshooting
- General “How-To” Q&A
- Carrier Related Service Troubleshooting
- Carrier Voicemail, SMS, MMS and other Feature Troubleshooting
Tier 3
Advanced Issue Resolution or Support That May Require Customer Platform Access
- Add/Remove User Accounts
- OTA Device Password Resets
- “Kill” Handheld Command For Lost/Stolen Devices
- Advanced Email/PIM Synchronization Troubleshooting
- User Group Management For Policy, Setting, and Software Deployment
- Advanced Use Including: Encryption and Device patching
- Advanced Activation and De-activation troubleshooting
- Advanced Wireless Sync and PIM Data Configuration and Management Issues
- Other Advanced Technical Troubleshooting.
VIP Services
Special Services for Special Users Our collection of special services aimed at keeping your highest value users from experiencing lengthy outages or hassles. Special care, expedited escalation, advanced monitoring, and hot swap devices. Learn more about VIP Services
Contingent Help Desk
Extend or Augment your staff Our help desk is available to you as a manage service or as part of our project services for device roll-outs or other transitions. Contact a business development representative for details.
