Level III (3) Help Desk - This is headed by our fully qualified and friendly technical support staff. This is the first of a three tier system to support our customers. This level is to assist you in finding what may be a quick and easy solution, or even supporting you on a complex more involved issue.Note: Many of these calls will qualify for courtesy level support.Disclosure Policy: Any level III call that becomes something of a billable nature will be required to have customer consent up front. Definition: You will NOT receive a bill for Level III Customer Service unless the associate has made it clear that the support call will now be chargeable. This will be done by verbal consent, unless a company has specific notes on there account otherwise stated. (See Details below*)

Level II (2) Help Desk - This is the next stage in the three tier system. At this level your call will be chargeable unless otherwise informed. (See Details below**) If your call is not resolvable by the level II (2) help desk associate in a matter of 1 (one) hour, the call will be waved except for the initial $50.00 USD diagnostic charge which will be used in the case for having the details available for the stage I solution. Definition of Resolved: If after 1 (one) hours time there is no clear direction as to a solution to the problem/issue.

Level I (1) Live Support - This is the highest, and most involved support level. This will require an on-site MSEDP technician to troubleshoot, and resolve the issue. Scheduling will be based on availability of the technical staff in the area, and crisis level of the particular situation. (See Details below***)

Real time email updates, and reminders to let you know all the latest details of your concerns and issues. A time tested system of priority, and status put the emphasis on your needs, where it belongs. No more waiting on call backs, or nonspecific details. You are assigned a ticket number, and automatically receive the vital updates that your business requires.

Benefits Coming On-line soon:

Live Web F.A.Q. (Frequently Asked Questions)
On-line Sign up for a support issues. This will be a live area to visit and submit a real live ticket into the Help Desk database for immediate response. Real time account information on past, and current support issues. Much more...

* Ask about our New CS Support contracts, and get breaks on your billable rates, flat fees, and even regular monthly services directly related to the New CS Department. This is only inclusive of customer support related items directly related to Hardware/Technical Services and Web site/Email support services. IMPORTANT: This does NOT include Margins Plus System, MPS, General Software, Web Hosting Contracts, and these contracts can not be combined with any other discounts, breaks, or pre-agreed quotes, orders or business agreements of a pre-existent nature. There are no grandfathering rules that will be allowed. Please review your current contracts in regard to your technical services and web related support. Call today to get pricing on these new contracts.** In all cases, where a company does not have a support contract with the CS Department, a minimum diagnostic rate of $50.00 USD for up to the first 15 minutes will be applied. The support rate will then go to $30.00 USD for every 15 minutes there after. *** Please refer to any service contracts that you currently have with the Technical department for your billable rates, discounts and monthly contracted time.