Support

DirectPointe provides one point of contact for your support needs, and our dedicated connection to your office also allows us to fix most problems remotely. You no longer need to determine who to call and face the common frustration of "finger pointing." With our remote monitoring services, we may address problems before you notice them.

Support hours vary depending on your specific needs. Standard support is provided from 8 am to 5 pm. Our service center is staffed twenty-four hours a day, seven days a week for clients interested in extended support plans.

Web-Based eSupport		DirectPointe's eSupport provides live, real-time assistance to end users when needed. You simply press your pre-programmed eSupport button or select the eSupport icon on your desktop, and a support technician is contacted immediately. We have the ability to remotely control your computer to resolve problems while you watch. This is a secure connection, and you must give us authorization before we "get in the driver's seat".
Phone Support		If you are unable to use the eSupport system or prefer phone support, our support technicians are ready to help. You will always have access to support when you need it most.
E-mail Support		E-mail support is another option for all our clients. Although, we recommend using eSupport and phone support for the most critical needs, our support technicians will quickly respond to e-mail support requests as well.
On-Site Support		Although DirectPointe can handle most issues remotely, we will dispatch personnel to provide on-site assistance when adequate support cannot be provided remotely.
Incident Tracking		All support requests are logged and managed in DirectPointe's helpdesk system. This allows us to quickly track all service requests to ensure the fastest response and resolution possible. This system also provides automated updates to users via e-mail to ensure they are aware of the work being done by our technical teams.
Administrator Guide		What does your network look like and how is it configured? DirectPointe provides you with detailed, written documentation of your networking infrastructure, documenting network design, users, equipment, IP addressing, and much more.
Self-Help and eLearning		DirectPointe offers self help and web-based training services to help with some of the most common problems. Although our customers are always welcome to contact our support team, there may be times when these areas can provide quick answers to many questions. A current training agenda is posted on our website and is located in the customer resources area of the Extranet.