Tag: “remote-support”

Professional IT Support When You Need It Today's business environments demand reliable, expert IT support that understands both technology and business needs. eSolia's helpdesk service combines deep technical expertise with bilingual communication capabilities, providing comprehensive support for organizations operating in Japan's unique business environment. Comprehensive Knowledge Management Our helpdesk effectiveness comes from systematic knowledge management across multiple platforms. While we leverage our custom PROdb database for ticket tracking and solution documentation, our operational knowledge spans Microsoft 365 environments, cloud platforms, and specialized business applications. This multi-system approach ensures our engineers can quickly access relevant information whether dealing with routine requests or complex technical challenges. What sets eSolia apart is our team-based approach. Rather than relying on individual expertise, we maintain shared knowledge bases, documented procedures, and collaborative problem-solving methods. Every support case contributes to our collective expertise, ensuring consistent service quality regardless of which engineer handles your request. Service Capabilities Bilingual Excellence: Native-level Japanese and English technical communication Emergency Response: Rapid escalation for critical business issues Remote Technology: Advanced tools for direct problem resolution Certified Engineers: Microsoft, cloud platform, and security certifications SLA Commitment: Documented response times and resolution targets Integrated Management: PROdb ticketing with Office 365 documentation workflows Typical Support Flow Here's the typical flow of eSolia helpdesk support: 1. Mail or Phone Support Initial contact from clients usually comes via phone or email. We set appropriate priorities based on the urgency of the issue. 2. Confirmation and Triage Our support team confirms the issue and either escalates to the appropriate engineer or provides an immediate solution. 3. Internal Database Search We search our PROdb database for similar past cases and solutions to achieve rapid problem resolution. 4. Troubleshooting, Direct or Remote As needed, we use remote access tools to directly diagnose and resolve issues. 5. Data Collection New problems and solutions are recorded in our database for future reference. 6. Results Documentation All support cases are documented in detail for reference by both clients and team members. Service Level Agreement (SLA) eSolia's helpdesk service is provided based on clear SLAs: | Priority | Initial Response Time | Resolution Target | | -------- | --------------------- | ----------------- | | Critical | Within 15 minutes | Within 2 hours | | High | Within 30 minutes | Within 4 hours | | Medium | Within 2 hours | Within 8 hours | | Low | Within 4 hours | Within 24 hours | Supported Technologies Operating Systems: Windows, macOS, Linux Cloud Services: Microsoft 365, Google Workspace, AWS, Azure Networking: VPN, Firewalls, Routers, Switches Security: Antivirus, Endpoint Protection, Patch Management Applications: Office Suite, Adobe Creative Cloud, Various Business Applications Pricing Plans We offer flexible pricing plans to meet your needs: Fixed Monthly Plan: Unlimited support for a predictable monthly fee Pay-as-you-go Plan: Pay only for what you use Hybrid Plan: Base fee plus additional support hours Please contact us for detailed pricing information.