Help Desk Support Services

We take pride in building lasting relationships with our clients and always ensure that every possible measure is taken to exceed expectations. Our highly trained and friendly team of Help Desk professionals ensures that client inquiries and needs are dealt with in a fast and efficient manner. We also apply strategic problem management practices by reviewing our client's incidents and identifying areas for improvement.

Key Benefits

Customized Support

With multiple levels of support, we make it easy for our clients to select the appropriate support level to meet their specific needs.

Client-Focused

Every support call is considered mission-critical, regardless of the level of complexity. We ensure all client calls are dealt with professionally and efficiently.

Reliable and Responsive

With our around-the-clock Help Desk professionals, our clients have come to know that their call will be answered promptly with a focus on quick resolution.

Access to Experts

Our experienced and knowledgeable team works with each of our clients to understand potential challenges and find a solution that works for them.

Support Levels and Options

When it comes to support, we offer flexible options to meet all client needs. Clients select the level of support that is appropriate for their organization's needs, and they feel comfortable knowing their unique requirements are being met.

Within our range of support services, our data-rich reports show trends of tickets, as well as peak periods of service. We also include recommendations on how to maximize efficiency going forward.

Desire2Learn Support Services works for our clients and acts as their voice. The Support Services team provides help in escalating issues to Delivery Services, Account Managers, and/or Product Managers when required.

Standard Support

Our Standard Support offering includes:

• Standard Service Level Agreement
• Email, telephone, and web-based support during core hours for a number of named contacts
• Access to 24x7 after hours emergency support service
• Access to a growing knowledge base and FAQs

Premium Support

Our Premium Support offering includes:

• Advanced Service Level Agreement and Priority queuing
• Email, telephone, and web-based support 24x7 for a number of named contacts
• Access to 24x7 after hours emergency support service
• Access to a growing knowledge base and FAQs
• Available performance reports
• Available periodical reviews of services

Premium Plus Support

Our Premium Plus Support offering includes:

• Advanced Service Level Agreement and Priority queuing
• Email, telephone, and web-based support 24x7 for a number of named contacts
• Access to 24x7 after hours emergency support service
• Access to a growing knowledge base and FAQs
• Support for all end-users
• Available performance reports
• Available periodical reviews of services
• Available Help Desk branding

Support Level Comparison Chart