Mission Critical Wireless Gold 7-7 End-User and Admin Helpdesk

Mfg.Part: MCWGOLD7-7 | CDW Part: 1484711
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Mission Critical Wireless Gold 7-7 End-User and Admin Helpdesk
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Product Details

Client Help Desk for end users first and second level support for end user or IT administrators by telephone or email.

    "How do I?" questions. Called first level support, these are user questions about things often included in the details of the operator's manual but often obscure and hard to locate such as:
*    Opening email attachments
*    Creating passwords
*    Using application software
*    Device assistance including set-up, synchronization, and operations
*    A point of interface with selected carrier(s).
*    Equipment or software failures or problems not covered in the manual (second level support).

Server Support

    Administrative Services -
Add / remove user accounts
    Reset accounts
    Assign/change user passwords
    Remote handheld lock and data wipe of lost or stolen handhelds
    Set and administer activation passwords

    Maintenance Services -
    Telephonic assistance for application installation / upgrades
    Telephonic assistance for application services / performance statistics
Telephonic assistance in troubleshooting application issues
    Telephonic assistance for performance tuning / configuration changes
Telephonic assistance for managing and enforcing security settings / policy settings
    Telephonic Best practices consulting

Provisioning services -
Inspect the device to ensure it is functioning
Complete the Enterprise Activation
Fully charge the battery
Ship the unit to the end user

End-users and BlackBerry Administration staff shall be entitled to email and phone support on BlackBerry wireless device and server products. Questions from users may be emailed at any time with the response to mails provided per the service level agreement. Phone support shall be provided during the hours of 7:00 AM to 7:00 PM CST, Monday thru Friday on MCW scheduled workdays.

All warranty repairs and non-warranty repairs on wireless handhelds are handled through the carrier on which the wireless device in registered. MCW needs to be able to act on customer¡¦s behalf with each of the carriers to assure proper support for the end-users. Customer is required to establish MCW as an authorized agent for all wireless carriers that have supplied wireless devices.

MCW will assist customer's end-users in receiving carrier authorized warranty and non-warranty repairs. MCW's help and support will be limited to each respective carriers policies regarding warranty and non warranty repairs and replacements.