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Mobile Helpdesk

ProScan recently added a Mobile Helpdesk to its array of technical services. Designed to complement the Service Level Agreement, the purpose of this helpdesk is to provide intelligent technical assistance and support at first and second line levels.

ProScan currently runs a Monday to Friday 08h00 to 17h00 Helpdesk for a large consumer  enterprise customer, supporting over 3,000 devices throughout South Africa. ProScan's Helpdesk is manned by personnel with extensive training and experience with supporting mobile computing equipment deployed within an enterprise environment. These first line support personnel are in turn supported by ProScan's extensive in-house technical department, allowing for immediate escalation of priority calls to to ensure rapid resolution of all queries.
 

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Service Contracts

Standard SLA:

ProScan Medallion Service Contracts provide customers with committed response or turnaround times and the ability to lock in repair budgets for the length of the agreement.

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Time and Material Repair

This type of repair is normally well suited to companies with a relatively small number of deployed devices and sufficient spare units, or where the device does not form part of a mission critical system.

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Flat Rate Repairs
The Flat Rate Repair plan has been designed to provide fast SLA turn-around times and guarantees at a flat rate per device. For out of warranty devices not covered by a service contract, Flat Rate Repair provides the convenience of one price for repair, no matter what is actually in need of service.

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Warranty Repair

ProScan provides warranty repairs to all devices sold in accordance with manufacturer's standards. All repairs are backed by the manufacturer and are completed in South Africa.

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Field Service

Based on customer demand, the Field Service team was formed in October 2007. The team functions as an on-site extension of the ProScan repair centre in Jet Park and consists of technical engineers and dedicated vehicles.

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Preventative Maintenance

ProScan's Preventative Maintenance site visits help prevent small problems from growing into large ones, and allow customer staff to focus on more business-critical daily activities.

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WLAN Site Assessments
A periodic health check of your WLAN helps confirm that performance and security levels remain as high as expected. Wireless environments shift over time. Even if you have made no changes to the wireless environment, minor changes in the wired network since your last assessment may adversely affect performance of your wireless network.

Read more about WLAN Site Assessments