Solution and Support Center: 571-418-4168

Computer Repair Alexandria Policies & Frequently Asked Questions

Level I Remote Desktop Support - The Help Desk Remote Desktop support team provides in call answering, troubleshooting, call logging and utilizes remote desktop connections for problem resolution. The Help Desk team utilizes the Computer Repair Alexandria knowledge base and if necessary escalates to a senior Help Desk team member for problem resolution completion.
Level II Remote Desktop Support - The Server Support team is notified by Help Desk staff of a Server level problem and is assigned a trouble ticket. The call will be immediately transferred to a Server Support team member. If a Server Support team member is not available then the next available Server Support team member will make an out call to the customer. Includes all support features of Level I End User Desktop Helpdesk Server based password resets User add, moves, changes in Active Directory Remote access and proper authentication and level of access must be provided to help desk. User Administration of MS Exchange or hosted e-mail applications List of supported applications will be documented during on boarding process Firewall troubleshooting (with documentation) Server diagnostic and troubleshooting (OS Only) The help desk will troubleshoot server operating system problems, document and recommend changes/patches to VAR. Citrix server support (user session shadowing/cancelling)
Computer Repair Alexandria Help Desk Support provides an affordable technical call center that enables resellers to lower operating expenses while providing their customers with quality technical support. Calls are routed to the appropriate Help Desk analyst with the required skillset that is needed. Computer Repair Alexandria Help Desk Support representatives greet customers in a professional and timely manner. All Computer Repair Alexandria Help Desk Support team members understand that computer problems can be very frustrating and that reassurance and patience with customers is an essential part of the "job" of fixing computer problems.
Yes. If you choose Computer Repair Alexandria Unlimited Support a Month to month or year to year auto-renewing contracts are available with a 30 day cancellation notice required. Computer Repair Alexandria also provides Flat rate support services without requiring a contract.
Eligible software products are the current version of the software, and the two preceding versions of the current version. Computer Repair Alexandria reserves the right to make changes to the supported product list without notice at Computer Repair Alexandria sole discretion. **Custom hardware and software can be supported provided the sufficient support documentation is provided in advance and in an ongoing manner.
Newly hired analysts complete Computer Repair Alexandria orientation and training programs that include; customer contact standards, ticketing systems, knowledge base efficiency standards and general policies and procedures. Newly hired Analysts are directly supervised by senior Analysts until they are deemed ready to perform all tasks without direct supervision.
The labor charge for onsite computer repair is calculated from the time the technician arrives at the job site to the departure time and is rounded to the nearest quarter hour. Onsite computer repair rates are calculated in 15 minute increments. There is a one hour minimum that only applies to an initial onsite computer repair visit. If additional onsite computer repair visits are required to the same location regarding the original computer problem or related problems, then the one hour minimum charge is not applied again.