TechnicalTechnicalSupportSupport

TechnicalTechnicalSupportSupport

Greg BrallierSenior Director of IT and Technical

Services

Technical Support HoursTechnical Support Hours

Monday thru Friday Live Coverage Monday thru Friday Live Coverage Hours:Hours: Live-Person support 4am to 5pm PST. If a message is left during these hours, then we will call back customer within 1 hour.

7-day Coverage Hours: 7-day Coverage Hours: If a customerIf a customer message is left outside of live coverage message is left outside of live coverage hours, then we will call back no later than hours, then we will call back no later than the following morning. When away from the the following morning. When away from the service desk, calls will be forwarded to service desk, calls will be forwarded to mobile phones during and outside of live mobile phones during and outside of live coverage hours.coverage hours.

Technical Support Technical Support ToolsToolsTechnical Support Technical Support ToolsTools

1. Fleet Monitoring System (FMS)

2. Live-Person dynamic chat services

3. GotoMyPC Remote Desktop Control

Technical Support ToolsTechnical Support Tools

Fleet Monitoring System Fleet Monitoring System (FMS)(FMS)

Technical Support ToolsTechnical Support Tools

Fleet Monitoring System Fleet Monitoring System (FMS)(FMS)

Customer Robot Monitoring via the Internet

-Robots report their status every 2 minutes

-Robot Status Application

-Robot Instant Messages (RIM)

-Utilization tracking

Technical Support ToolsTechnical Support Tools

Robot Status ApplicationRobot Status Application

Technical Support ToolsTechnical Support Tools

Robot Status ApplicationRobot Status Application

Technical Support ToolsTechnical Support Tools

Robot Instant Messages Robot Instant Messages (RIM)(RIM)

Technical Support ToolsTechnical Support Tools

Robot Instant Messages Robot Instant Messages (RIM)(RIM)

Technical Support ToolsTechnical Support Tools

Utilization TrackingUtilization Tracking

Technical Support ToolsTechnical Support Tools

Utilization TrackingUtilization Tracking

Technical Support ToolsTechnical Support Tools

Live-Person Chat ServicesLive-Person Chat Services

Technical Support ToolsTechnical Support Tools

Live-Person Chat ServicesLive-Person Chat Services

If the user experiences a Connection failure a LivePerson Chat session is automatically started and tech support is there to help…

Technical Support ToolsTechnical Support ToolsLive-Person Chat Services Live-Person Chat Services

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Technical Support ToolsTechnical Support ToolsLive-Person Chat Services Live-Person Chat Services

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LivePerson Chat Application is linked directly to InTouch Health Customer Service Data for quick Identification of Products and Users

Technical Support Technical Support ToolsTools

GoToMyPCGoToMyPC

Technical Support Technical Support ToolsTools

GoToMyPCGoToMyPC-GoToMyPC is the fast,

easy and secure way to access our Robots from a Web Browser in real time.

-Allows Technical Support staff to quickly come to the aid of a Robot or ControlStation via the Internet.

Thanks!Thanks!Thanks!Thanks!

Greg BrallierSenior Director of IT and Technical

Services