Poundteam Online Catalog My Account  Cart Contents  Checkout  
  Top » Catalog » Services » Consultation My Account  |  Cart Contents  |  Checkout   
Hardware (4)
Support (4)
Software Installation (26)
Services (11)
Leasing, Hosting and Colocation (5)
What's New? more
Vicidial Agent Only Beep
Vicidial Agent Only Beep
Quick Find
Use keywords to find the product you are looking for.
Advanced Search
Shipping & Returns
Privacy Notice
Conditions of Use
Contact Us

Consultation Service Levels

$50/week - Service Level: Weekly Guidance

(Formerly "Silly questions") - One of our staff will resolve one or two (less than 5 minute) phone/email/IM questions to the best of our ability per day between 9AM and 5PM EST Monday through Friday. The purpose of this is to reduce your need to hire another IT professional to get answers to simple or fast Vicidial/IT Questions. Our staff is experienced in many fields of endeavor and will be happy to discuss any and all of them (without violating any privacy policies or trade secrets). This does include help with troubleshooting (we will point you in what we believe is the right direction), but does not include any of our personnel accessing your system or "looking up specific code or solutions", but is meant as a system for guidance, which of course is very helpful while you are troubleshooting your own system. Weekly Guidance is for a single person in your organization, we recommend that you select the person who will normally be doing the troubleshooting (your IT professional). This person may be replaced with 24 hours prior notice during Vacations/Days Off, etc., but ONLY with 24 hours prior notice.
  • M-F 9-5 Only (No nights or weekends at this level)
  • One Person
  • 5 minutes
  • 2X per day
  • No repeat topics
  • No system access or screen share
  • We do not troubleshoot at this level

$100/week - Service Level: Standard Weekly Consultation

Includes "Silly Questions" as above, and we WILL enter your system (viewing only) to make it easier to consult with you regarding your issues or questions. This also raises the threshold to one or two less than 10 minute phone/email/IM questions per day.
  • M-F 9AM to 9PM EST OR one 10 hr shift (No weekends at this level)
  • One Person
  • 10 minutes
  • 2X per day
  • No repeat topics
  • We do not troubleshoot at this level

$150/week - Service Level: Premium Weekly Consultation

Includes "Silly Questions" and "Standard Consultation" as above, and we will ALSO assist with walk-throughs on issues with which we are familiar, and we may make changes to your system as we assist you if you authorize us. This also raises the threshold to one or two less than 15 minute phone/email/IM questions per day.
  • 7 Days per week 9AM to 9PM EST OR one 10 hr shift
  • One Person
  • 15 minutes
  • 2X per day
  • No repeat topics

Options and General Notes:

  • Scheduling - Startup - You must request a startup date/time explicitly and the requested start time must be 24 hours into the future from the moment of request. If you want to start as soon as possible: Please post your startup date/time request in the comments.If you do not post a startup date in comments, you may request startup via a ticket or email. The request must include the date and time, Phone, Email, and Name of the authorized person to be a valid start request. The request must also be 24 hours into the future to be valid. Any level of Weekly Consultation takes 24 hours from purchase or request to activate. (IE: Be sure your requested startup date/time is at least 24 hours into the future.) If your requested start time is during a workday, that first day still counts as a full day. We do not pro-rate this service. Any consultation/service/support required before startup will be handled on an hourly basis.
  • Scheduling - Hours - For a 12HR window, the normal time is 9A-9P EST. If you prefer hours outside that to match your call center hours, as in the actual shift of your call center, your available window must 10 hrs or less.
  • Starting and Stopping Service - If you cancel this service, and then choose to restart it: activation will take an extra 24 hours with each new "starting" of the service.
  • One topic over multiple sessions - If you choose to ask the same question or cover the same/sequential/overlapping topic(s) in successive sessions, there must be at least six hours between the sessions. You may not use the same topic on more than two sessions. This is meant to avoid using Weekly Consultation as a replacement for Support, which is not the purpose of consultation.
  • Contact Point - Weekly Consultation is for a single point of contact within your organization on a single work-shift of no more than 12 hours. Presumably your IT professional will be your point of contact. This person must be the one who transmits requests to us after attempting to resolve them for your organization. The purpose of "Consultation" is to allow your IT professional to resolve your issues by borrowing from our experience. We are not your enterprise help desk (that is a completely different support product!). You may, of course, change the point of contact at any time with at least 24 hours prior notice (Vacations, Days Off, new IT person, etc). Pricing for us providing your enterprise with technical support are negotiable and based on installed equipment and personnel levels and methods of contact (IM/Chat/email/phone/text/video phone/remote desktop).

Available Options:
Service Level:
This product was added to our catalog on Tuesday 26 October, 2010.
Customers who bought this product also purchased
Standard Service Level
Standard Service Level
Emergency Service Level
Emergency Service Level
Basic CRM Push from Vicidial
Basic CRM Push from Vicidial
Vicidial RatioManager - Beta
Vicidial RatioManager - Beta
Shopping Cart more
0 items
Manufacturer Info
Poundteam Incorporated
Poundteam Incorporated Homepage
Other products
Notifications more
NotificationsNotify me of updates to Consultation
Tell A Friend
Tell someone you know about this product.
Reviews more
Write ReviewWrite a review on this product!

Copyright © 2024 Poundteam Online Catalog # Powered by osCommerce # Refund Policy