Core Technologies LLC

Helpdesk service is part of the CORE supported Production IT Environment. The customer calls the
Helpdesk to report and discuss problems during regular business hours. This service is the first level of
support for all contracted CORE supported customers. All trouble ticket entry, escalation, dispatch, and
remote troubleshooting begin here.

Helpdesk personnel take calls from customers and document issues in CORE's tracking database.
Every incident is issued a number, which is given to the customer for reference. Remote
troubleshooting of the problem begins and the results of that session will determine whether to close
the ticket or escalate.

Included with this service are the following items and their benefits:

- Expert Courteous Service - The customer receives expert assistance with the issue, whether
software, hardware, or circuit related.

- Timely Response - Helpdesk personnel start working on the problem immediately. The issue may be
escalated to your CORE IT Administrator if more expertise is necessary.

- Issue Tracking Number - The customer is issued a problem tracking number to keep up to date on
the progress made toward problem resolution. If the problem ever reoccurs, CORE has a history that
can be referenced to aide in historical actions.

Contact our Sales Team for more information!