Insight OneCall™快速参考卡

Insight OneCall™Support Services Support Managers Insight OneCall™ Support Services Business hours resource managers Serving as your first line of support, our support engineers are availableto begin the problem resolution process immediately upon your firstcall to Insight. OneCall includes end-to-end problem determinationand root cause analysis. In addition, advanced support engineers areavailable in real time for escalation and resolution of the most complexissues and product support needs. Kevin McBrideo. 952.279.4787 | c. 612.964.2797kevin.mcbride@insight.comMichael Sproelicho. 919.379.8455 | c. 919.274.5278michael.sproelich@insight.com As end-to-end data center specialists,Insight designs, deploys, and supports thetechnology that matches the demands ofyour organization. Insight OneCall SupportServices provide ongoing, real-time supportfor your data center infrastructure. Ourunsurpassed service will help you minimizedowntime, achieve your service-levelagreements, and keep your IT running atoptimal performance. Insight is committed to providing exceptional service. If you are notgetting what you need, please ask to speak to the OneCall dutymanager. In addition, you can contact the following individuals toescalate your case, share concerns, or provide feedback: Weekend and off shiftresource managerJason Salaso. 952.279.4866 | c. 651.783.2600jason.salas@insight.com Vice PresidentPaul Neiswingerpaul.neiswinger@insight.com Director, Client SupportJack Sparkso. 952.279.4729 | c. 612.702.5785jack.sparks@insight.com Escalation Distribution Group onecallmgrs@insight.comOur support management teamis available 24/7 to assist you withany issues regarding incident resolution. Driving innovation withdigital transformation Client Success Managers Jane Howell — Eastc. 860.965.6519jane.howell@insight.comJames Bush — Chicago/TOLAo. 919.379.8448 | c. 919.607.2606james.bush@insight.comMichelle Barnes — MN/WI/MO/IAo. 952.842.3814 | c. 952.842.3814michelle.barnes@insight.comAngel Ponce — West/COo. 480.889.9646 | c. 602.706.0584angel.ponce@insight.com At Insight, we help clients enable innovation with an approachthat spans people, processes, and technologies. We believe thebest path to digital transformation is integrative, responsive, andproactively aligned to industry demands. Our client-focusedapproach delivers best-fit solutions across a scope of services,including the modern workplace, modern applications, moderninfrastructures, the intelligent edge, cybersecurity, and data and AI. Insight OneCall support center800.291.3230 Easy access to service For your convenience, you can open a supportcase with Insight OneCall via three options: Portal:services-na.insight.com/spPhone:800.291.3230Email:services@insight.com Learn more atinsight.com OneCall Quick Reference Card Insight OneCall Support Services case flow Our best-practices support centerprovides you with: Priority level definitions •Critical (Priority 1) The system is down or severely impaired, causingmajor disruption to business operations and nowork around or resolution available. Real-time assistance through phone,web, or email. •Severe (Priority 2) Industry-leading service levels with skill-based call routing to connect you to the rightengineer immediately. The system has recurring failures or significantslowdowns that limit operations and noworkaround available. •Medium (Priority 3) Online case management tools to opencases, make real-time updates, and reviewcase history. This is a minor incident that can be workedaround without major impact to normal businessoperations. Accelerated responses to complex issues,with automated alerts and timely statusupdates. •Low (Priority 4) This is a general question or minor incident with littleto no impact on normal business operations. A single point of contact for support acrossmultiple vendors, products, and solutions. Service levels Customer satisfaction ratings exceed industrybenchmarks Consolidating your support needswith Insight streamlines report-to-resolution processes, reduces yourIT problem engagement time, andmaximizes uptime. Support response policy For your convenience, you can open a support casewith Insight OneCall via three options: Cases resolved bylevel 2 engineers Calls resolveddirectly by Insight insight.com