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 Technology solutions center FAQ
 The Basics
Points
Products
What's so unique about the TSC?
The Technology Solutions Center is an electronic Help Desk and Call
Dispatch Service offering 7 x 24 hour service 365 days of the year
from your Solution Provider or Dealer. TSC service includes
diagnosis, resolution and dispatch of multi-vendor support for
hardware, software and networking products. Monitored from start to
finish, your call status is accessible here on the TSC Web Site.
How do I register?
You and your Solution Provider will receive a TSC order confirmation
via e-mail with a user name and password to allow access to the TSC
Web Site. If you require critical emergency response or "up-time,"
your Solution Provider, on your behalf must provide full product and
services information.
How do I open a service
call?
During registration, all pertinent information is entered into the TSC
database Web Site. Once registered, you or your Solution Provider can
call the TSC toll-free number to open a service call. The TSC will
open a call, provide a ticket number per incident (for tracking
purposes) and begin working on the problem. Please allow 24 business
hours for the TSC to verify information provided during registration.
How does the
TSC track rendered services?
If the incident can be answered immediately, the solution is provided,
the call is closed and your account status is updated on the TSC Web
Site. If dispatch is necessary, the TSC will dispatch the case to the
designated service provider and track the progress until the problem
is resolved.
How are onsite repairs
handled?
Should an onsite technician be needed, your Solution Provider will
designate a service provider for onsite dispatch.
What are the
TSC's hours of operation?
The TSC is available 24 hours a day, seven days a week, all year round
(except for Ingram Micro holidays).
What
languages are supported by the TSC?
Currently, TSC support is only available in English.
What
geographical area is covered by TSC?
The United States of America (including Alaska and Hawaii) and Canada.
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Points
How
does TSC determine the point value of a call?
TSC support packages are available in 100, 200, 500 and 1,000 point
packages. Each level of support is assigned a point value that is
deducted from the caller's account as they use the service. Service
requests are categorized and assigned predetermined point values based
on complexity. A basic software application question that can be
resolved over the phone costs a minimal number of points. A complex
BackOffice problem that may take a call-back will cost more points.
Example values include:
- Dispatch/Escalate -- 3 points
- Applications -- 6 points
- Diagnosis/Dispatch --9 points
- Network Operating Systems (NOS) -- 20 points
- Connectivity -- 25 points
- BackOffice -- 40 points
If
it takes more than one call to resolve a problem, is that considered
a single incident or is each call counted until there is a final
resolution?
TSC points are deducted per incident, not by number of calls required
to resolve the problem. The Technology Solutions Center determines the
type of call and deducts the correct amount of points from the
account.
How do I know
how many points I have remaining?
You can access your point balance on this site, and you should be
notified by your Solution Provider when you reach 40 points.
Are points transferable
between participating companies?
No. Points must be used by the company to which they are assigned.
What happens to the
balance of points at the end of a contract period?
Points are valid for one year from time of purchase from K2
Information Systems, LLC. If more points are purchased prior to total
point expiration, any remaining points will be rolled over into the
new contract.
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Products
How do
I register equipment to be serviced?
K2 Information Systems can enter entitlement data on your behalf
directly into the Web Site with easy to fill in forms. Required
information includes:
- Solution provider name
- Customer name
- Manufacturer
- Equipment type
- Model number
- Serial number
- Warranty/service provider
Can I get help or service
on a product that is out of warranty or not registered for a warranty?
Yes, if the product's brand is listed on the supported
hardware/software list.
Is there any limit of
the type or make of equipment or software covered by the TSC?
TSC supports all products noted on the supported hardware/software
product list above. For dispatch, TSC can provide support for any
vendors your Solution Provider registers.
Can I buy points online from
TSC?
No. Contact your K2 Information Systems, LLC to purchase TSC points.
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| HP Printer Repair |
| K2 Information Systems offers
on-site and depot repair of Hewlett-Packard printers.
Contact us to schedule a technician.
We can also provide annual service contracts for your HP printers.
Ask your sales representative for details.
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