EDO's Live Web eSupport Pricing

Our pricing is based on the:

• Mix of services a client orders.
• Service level commitments a client requires.
• Amount of setup and customization a client needs.
• Supervision and staffing required to operate the client's eSupport help desk.

EDO's Methodology

We perform a detailed appraisal of a client's support and business requirements. Then we develop a custom support plan that integrates traditional call center and/or live Web/Internet eSupport to meet the client's support requirements and business objectives. This approach enables us to provide clients with:

• A customized cost-effective help desk support solution based on traditional call center and new interactive Internet technologies.
• Defined service level commitments and goal setting.
• Quality Assurance (QA) support.
• Evaluation metrics for measuring support service level of performance.
• A single point of contact and a team of specialists with the expertise required to meet client support needs.
• Flexible and detailed support activity reporting.
• On-time start-up and implementation of support.
• Seamless help desk support to enhance a client's branding.

Web/Internet Based Help Desk Support

Our Web Help Desk eSupport services include:

• Text Chat - Requires a current browser. Our preferred browser is Internet Explorer 6 or Netscape 7.
• Remote Control - Requires a file download and customer permission.
• Proactively offer assistance to customers visiting our client's web pages.
• Client specific support hours, greetings, and responses.
• Customized reports and billing.
• Custom built interactive eSupport pages integrated into the client's web site with support provided by the EDO Help Desk.
• Customized live web eSupport site with support provided by the EDO Help Desk (Clients without a web site).
• Live Web Center only eSupport help desk.
• Integration of call center phone support and web center eSupport into one support service.