An experienced Help Desk Agent will handle questions or issues, with the goal of solving the problem immediately. If that isn't possible, the agent will log the problem into the problem resolution database, and track the issue through to satisfactory resolution. Depending upon your Help Desk needs, you may select either Basic or Premier Coverage. Basic Coverage Basic coverage includes telephone and email support from KnowledgePlanet's Help Desk, five days a week from 8 a.m. to 7 p.m., Monday through Friday, excluding Christmas Day, either the day before or the day after Christmas Day, New Year's Day, Thanksgiving Day, the day after Thanksgiving, Labor Day, Memorial Day, and the Fourth of July. Problems and questions can be submitted to the Help Desk through a toll-free 800 number and an email address.
Coverage is provided for all three support level issues.
If a question called into the Help Desk cannot be resolved by the Help Desk Agent, the Agent has at his disposal the collective technical support of Customer Care, Development and Engineering, Quality Assurance, and Product Management. The Help Desk Agent will follow the issue through to satisfactory resolution for the customer. This level of support also provides a response from an engineer within two hours of notification by a Help Desk Agent of a critical system failure. Premier coverage makes a Help Desk Agent available 168 hours a week instead of the 55 hours provided under Basic coverage. The KnowledgePlanet Help Desk has established three levels of technical support that indicate how a customer's problem will be handled and what level of technical expertise will be brought to bear to resolve issues.