Remote Support
Remote Technical Services are defined as IT service requests that can be addressed remotely by Brazen personnel. The Brazen Support Center is the entry point for all technical service r equests. The Brazen Support Center is responsible for managing service requests, providing resolution and/or escalating unresolved incidents as needed. Escalated incidents may continue to be addressed remotely by other team members or if necessary will be scheduled for on-site assistance and resolution. See "On-Site Technical Services" section below for details.
The Brazen Support Center uses an electronic system to ensure successful and accurate tracking of all requests. Our current process allows for, but is not limited to the following:
- Requestor's contact information is associated with the incident
- Capability to log all incident communication within the incident
- Provide automated call escalation as defined in the Service Level Agreement
- Problem resolutions are captured and referenced as needed to address future incidents
- Track and respond to global problems that may be associated with multiple incidents
- Reporting capabilities which will be used track trends and identify areas that may need improvement
Remote control tools are used as needed to address issues and is intended to eliminate the need for on-site visits.