Help Desk & Service Level Agreements

Have you considered what it would cost your company to hire a permanent computer technician that could troubleshoot problems with your computers, networks and Internet connectivity? Cognent has a solution that is but a fraction of that cost.

Help Desk:

The Cognent Help Desk guarantees you the backing of over 100 years of IT Business Solution experience to troubleshoot and solve your problems. Cognent offers a Help Desk option for business that is second to none. No matter if your company is having difficulty with hardware, software, network, connectivity, internet, or any other problems related to your IT Business needs, Cognent can find the solution for you.

When your workforce is stumped and frustrated with IT issues stifling their progress and impacting productivity, Cognent’s expert technicians are but a phone call away.

Help Desk Solutions:

Cognent can provide full or partial service desk outsourcing as well as overflow support for existing service operations.

Some of the features offered in our Service Desk Solutions are:

• Call Management with Incident tracking

• Problem or Issue Resolution

• Certified Technicians

• Single Point of Contact for Service Requests

• Desktop Remote Control

• Service Level Agreements (SLA)

Cognent provides full service desk solutions housed in our facilities or we can build a custom solution on the customer's own facility. Cognent can also provide services for companies with existing internal help desks that need overflow support during peak periods or off-hours. Service desk solutions include single point of contact to end users for logging and resolving reported issues. Calls that cannot be resolved at the first level are escalated for resolution based on the agreed upon Service Level Agreement (SLA). All logged issues are tracked through resolution. Reports can be generated to provide critical information about call statistics and trends to help our customers make informed business decisions regarding staffing and areas for improvement.

Service Level Agreements:

Cognent has numerous levels of our Service Level Agreements that can fit any business budget. We guarantee you won’t be lost in the shuffle and we will put the appropriate effort and expertise toward solving your problems. By signing up for a Service Level Agreement you also get the benefit of a reduced hourly rate over and above the contracted hours of your agreement just by being a SLA Cognent partner.

On site service call: Preferred response times, charge rate of 15 minute increments & service times M-F 8 a.m. to 5 p.m.

Level 1: 2 hour response time, up to 20 hours of service included per month & excess billed in 15 minute increments at a reduced rate.

Level 2: 4 hour response time, up to 15 hours of service included per month & excess billed in 15 minute increments at a reduced rate.

Level 3: 8 hour response time, up to 10 hours of service included per month & excess billed in 15 minute increments at a reduced rate.

Level 4: 8 hour response time, up to 5 hours of service included per month & excess billed in 15 minute increments at a reduced rate.

Level 5: 8 hour response time, up to 2 hours of service included per month & excess billed in 15 minute increments at a reduced rate.

*Response time is defined as the time lag between the initial call for service and the time a technician begins the initial resolution assessment.