Q: What is meant by flat-fee per end user per month? For the Virtual Service Desk service what is the minimum charge?

The Virtual Service Desk is charged at a flat fee per end-user which typically would be the number of desktops and laptops being supported. We do not charge extra for best effort remote troubleshooting of devices such as network printers, PDAs or smartphones. The minimum size of the network per end-customer under the Virtual Service Desk needs to be 6 end-users. For smaller customer sites, the partner would get charged for a minimum of 6 end-users.

Q: In case I have an end-customer who is not comfortable with remote control based support, would you do phone support only?

In order for us to deliver the quality of service and price at which we deliver it, we need to provide support using remote control functionality built into the SAAZ software. For security reasons, all remote control is permission based, where the technician can initiate a remote control session with the end-user PC only with explicit permission of the end-user. Moreover, every remote control session by Zenith’s engineers is logged as well as a screen shot of the remote control session captured for review.

Q: Which ticketing systems do you support/enter tickets into with the Virtual Service Desk program?

The Service Desk technicians enter tickets in either the ticketing system provided within the SAAZ software or the ticketing system within Connectwise.