Happy Staff | Productive and Efficient | Maximize Office 365 | Embrace the Cloud
It’s not enough to keep your computers running great if you also need your key people to be able to get help, support and training when they need it.
Help Desk services from Sabre is about people, not computers. It’s the extra services so your users are supported.
Your car warranty doesn’t cover when you run out of gas, or blow a tire on the highway, or need a loaner car for a while. Preventive maintenance from Sabre doesn’t cover when a user has trouble accessing a web site, or needs a password change, or can’t print despite the printer seeming to work fine.
You can forgo a Helpdesk if you just want to pay for these services by the hour as needed.
Our helpdesk services team uses a ticketing system that tracks every call, email or ticket entered by your staff. We can let you know how quickly they are resolved, who raises the most tickets, and how many tickets a month your team raises. This information is invaluable to your business and ours.
Not only does our team need to certify with technology to work for us, but they need to learn and certify in people! Every member of our team has to complete customer service training every year. Nobody is perfect, and IT folks can be difficult to follow – but our team are taught to keep it simple and friendly.
Among our key team members are is the customer success manager. Your customer success manager is all about keeping you in the loop. They are not a “techy” person. They are a people person. Their job is to keep things on track, and communicate with your regularly and clearly.
As part of our helpdesk services, Sabre team members will assist you with using and managing cloud services. Sabre are primarily Office 365 focused, and as such we recommend customers use SharePoint and OneDrive as their primary file storage for Office 365 apps and files.
We understand that CAD files and other large graphic files are probably not suited to SharePoint (it can get expensive!). That said, we recommend customers store Word, Excel, PDF and other common “office staff” files in the cloud – for both the convenience and the security of the environment.
Our helpdesk staff are experts at helping your team migrate to cloud services like Microsoft Teams, OneDrive, SharePoint, and many more.
These packages are meant to help your most valuable asset – your people – get their jobs done and be more productive.
All users with Desktop and Laptop at a company with Office 365 must have a helpdesk package and all devices must be the same level of support.
Moves/Adds and Changes (MAC) are limited to the maximum length of a support ticket, or 1 hour, whichever is less. Customers may not “stack” MAC requests to bypass this rule (eg: if you want 3 laptops setup at 1 hour each, you can’t submit 3 separate tickets for each so that each is a 1 hour MAC request).
Project work is limited to 25% of your end-point infrastructure move/add or change per quarter. Eg: you have 50 computers – during a quarter you are eligible for 12 Move/Add or Change that quarter of your desktops or laptops. Software upgrades to existing endpoints as well as server projects are covered under different rules. See the Service Level Agreement for details.
Basic entitles customers to limited Moves/Adds and Changes such that new software can be installed or setup for a client but new hardware and devices are not included. Standard 1 hour per MAC rules apply.
We require these computers be capable of running Windows 11 (or the newest Mac OSX) and are running at least Windows 10 and Office 365 software. Microsoft provides a Windows 11 System Requirements page you can check if you need to confirm your hardware. Customers who do not have all or the vast majority of computers in this category may pay time and material for helpdesk and desktop support.
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