Details.
Provides second level on-site support when first level support has failed and the issue is determined to be within scope. Services include a single point of contact for IT service and support requests, centralised ticketing and case tracking, service status email updates, troubleshooting internet and network connectivity issues, troubleshooting desktop or laptop computers that cannot boot, and reformatting desktop or laptop computers. Covered equipment is an end-user desktop or laptop computer, excluding mobile devices. Equipment repair is outside the support scope and Adventus only coordinates sending equipment to the manufacturer. Customised and third-party software issues are excluded. The end user must provide the facilities, infrastructure, cooperation, information and access needed to perform the service. Response is within the time stipulated in the Order Form.