Serio HelpDesk
Installation and Configuration
The work on your Serio HelpDesk system starts with our Serio Fact Find document. We ask you to fill in a spreadsheet with information relating to the services your provide. This easy to follow spreadsheet gives you examples and suggestions on the type of data your Serio HelpDesk system should contain. Once completed we will use this to populate your database prior to install.
When the day comes for install we will provide remote assistance with the process via a "Glance" session (www.glance.net) this allows us to take control if necessary to help you successfully complete the installation.
With your Serio system installed we will provide online training sessions for your team - these are not your standard online training courses, we provide a real trainer to answer questions specific to your own Serio Installation.
Support
Your Serio HelpDesk package comes with 12 months of our Silver Support service.
This allows you to make 12 support calls during the year and entitles you to any product upgrades during the life of your Service contract. You will be invoiced annually for support and maintenance after the first year.
You are welcome to upgrade to our Gold Service contract giving you unlimited email, telephone and online support. Just discuss your requirements with your consultant.
Serio ServiceDesk
Installation and Configuration
When we quote on a Serio ServiceDesk installation, an allowance will be made for consultants from Verso Solutions to come on-site and work with you on your system configuration and installation.
We will discuss your requirements with you and provide as much or as little support as you need. As a guide 5-10 days of on-site consultation is generally sufficient to get you live with good strong incident management and basic change management. We can continue to work with you on your IT Service Management project, helping you to manage the phases of your implementation successfully.
Support
Your first 12 months Gold support contract will be included in your quotation. This entitles you to unlimited telephone, email and online support - all our support is managed through our own Serio ServiceDesk system.
You will receive all Serio product upgrades during the life of your support contract, which will be invoiced annually.
You will also receive priority when your request on-site assistance from our consultants.
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