TRINEC Citrix Support Services :: MISSION Regardless of whether you're a small, mid-sized business or large size business utilizing Citrix solutions, TRINEC work with you to create a Citrix support program that fits your unique needs and business objectives. :: FOCUS TRINEC Citrix Support focus on the following key areas of Service: • Technical Help Desk Support covers assistance via phone, Internet and fax to help resolve problems 24*7. • Technical Support covers on Site assistance to help resolve problems. • Relations Management from an assigned technical relations manager to build and maintain technical relationships with customer’s key management and support staff and ensure each element of Support services agreement meets Customer’s business requirements. :: TRINEC Responsibilities TRINEC will provide the following where applicable: • Service Delivery: All services will be provided using telephone calls and onsite from TRINEC to Customer Locations. • Technical Support: Support Services Agreement includes problem resolution services for technical issues involving Citrix products. a) Incident Submission and Resolution: An incident is defined as a single support issue and reasonable effort(s) needed to resolve it. b) Multivendor Coordination: TRINEC will work with Customer’s other key partners to resolve problems in a heterogeneous environment. c) Onsite Support: In cases where issues are not solved through telephone calls, TRINEC provides Customer with IT Consultancy and engineering Expertise to solve the problem. d) TRINEC Help Desk Support: A 24 hours helpdesk support has been setup at TRINEC SAL to make sure the customer is getting the best service. e) TRINEC SAL Call Center: TRINEC SAL Call Center initiates the process of customer verification, problem identification and ticket generation, which are appropriately relayed to the Account System Engineer.