Corporate Headquarters: 1-678-221-9001    Customer Support: 1-800-648-1555

Help Desk and Maintenance Services

KaZee’s maintenance services encompass 24x7x365 helpdesk support, software repairs, new release updates, and software enhancements. Within KaZee’s hardware maintenance structure, KaZee includes vendor warranty and maintenance for equipment hosted in its data centers.

KaZee’s Customer Support (help desk) Department standard hours of operation are Monday thru Friday, from 8:30 a.m. until 5:30 p.m. Eastern Time with Customer Service Representatives on call after-hours. KaZee’s resources are structured to provide a high-level of customer support during standard business hours, after-hours, weekends and holidays.

For e-mail requests during specified hours of operation, KaZee staff will respond within 2 hours.
For Phone requests during specified hours of operation, KaZee staff will respond within 2 hours.
For emergency phone requests sent after hours, KaZee will respond within 3 hours.
With IT infrastructure problems and incidents, KaZee’s standard Level 1 service goals are to: have phone incidents answered within seconds, other incidents reported confirmed within minutes of receipt, more than 75% of incidents solved within 15 minutes, and more than 50% of incidents solved by KaZee’s help desk personnel

Information Technology (IT) Infrastructure Problems and Incidents

Level 2: incidents are resolved within 2 hours
Level 3: incidents resolved within 24 hours and,
Level 4: incidents are resolved according to the terms and conditions of the Customer’s service level agreements.

With software application problems and incidents, KaZee’s standard Level 1 service goals are to: have phone incidents answered within seconds, other incidents reported confirmed within minutes of receipt, more than 75% of incidents solved within 30 minutes and more than 50% of incidents solved by KaZee’s help desk personnel.

Software Application Problems and Incidents

Level 2: incidents resolved within 4 hours
Level 3: incidents resolved within 48 hours and,
Level 4: incidents are resolved according to the terms and conditions of the Customer’s service level agreements.

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