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Mobile Application Support

Mobile Application Support

Mobile Application Support

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Mobile Application Support Services

With our Mobile Application Support Services you can you provide a single resource for addressing user issues that arise with mobile devices. We have made our Support Services easy to use as users can initiate requests for service via voice or electronic media, including self-help, e-mail, and remote diagnostics. We offer an applications Help Desk with end user support 24X7 SLA (optional) resulting in minimized downtime and a positive user experience.

Mobile Help Desk

Are you looking for an easier way to solve the problems that your users experience with their mobile devices? With our Support Services you can you provide a single resource for addressing the issues that arise with their mobile devices. Benefits of outsourcing to our mobility experts include drawing on our extensive experience and understanding of enterprise mobility requirements. Your users can initiate requests for service via voice or electronic media, including self-help, e-mail, and remote diagnostics. Support for full range of mobility devices deployed in your organization, plus device configurations and applications

Support for End Users, Any Time, Any Where and on Any Device

We staff our 24X7 support center with certified technicians to handle the support of your cell phones, BlackBerry, Windows Mobile or iPhone end user population. Your end user will be answered with a customized greeting to respond to their technical support, replacement or upgrade request as an extension of your internal support infrastructure.

We are better than anyone else at mobile device management by providing "true" technical support, not just a warm body answering the phone. We back up our claims with service level agreements that are reported as part of our standard monthly metrics for all clients.

Whether you reach us via a dedicated 800 number or email submission our team will work to resolve your end user's issue in the most expeditious manner possible. We break down the requests into three tiers for incident tracking and escalation routing.

  • Basic
    • Incident Acknowledgement and Ticket Creation
    • Email and FAQ Support
    • Ticket Escalation
  • Intermediate
    • General Issue Resolution or Support That May Require Mobile Operator Interaction
    • Device Troubleshooting
    • Device Firmware/OS Upgrades and Patching
    • Email/PIM Synchronization Troubleshooting
    • General "How-To" Q&A
    • Carrier Related Service Troubleshooting
    • Carrier Voicemail, SMS, MMS and other Feature Troubleshooting
  • Advanced
    • Issue Resolution or Support That May Require Customer Platform Access
    • Add/Remove User Accounts
    • OTA Device Password Resets
    • "Kill" Handheld Command For Lost/Stolen Devices
    • Advanced Email/PIM Synchronization Troubleshooting
    • User Group Management For Policy, Setting, and Software Deployment
    • Advanced Use Including: Encryption and Device patching
    • Advanced Activation and De-activation troubleshooting
    • Advanced Wireless Sync and PIM Data Configuration and Management Issues
    • Other Advanced Technical Troubleshooting.


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