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Table of Contents

  1. How do I get support?

  2. What are the hours of support available?

  3. What computer platforms/operating systems do you support?

  4. What if I have an older version of operating system software that is no longer supported?

  5. Are you a qualified support center?

  6. How are help desk requests prioritized?

  7. What happens if the technician that I am working with isnít able to resolve my problem?

  8. How is my service request routed to the appropriate technician?


How do I get support?

Contact a sales representative toll-free at (888) MUS-UNIX (687-8649).  Describe the particular support needs of your organization.  You will promptly be given several options from which to choose along with detailed pricing information.

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What are the hours of support available?

Standard support is provided during our regular business hours of 8am to 5pm.  However 24/7 extended support plans are available.

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What computer platforms/operating systems do you support?

PCís & Servers running Windows 95,98, 2000, Windows NT, SCO UNIX & Linux.

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What if I have an older version of operating system software that is no longer supported?

Contact a sales representative at (888) MUS-UNIX (687-8649).  Ask the sales person for a quote on the current version as well as installation assistance.

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Are you a qualified support center?

MUS has been providing support for over 10 years.  We are fully staffed with both trained & certified technicians in hardware and operating systems.  We will be happy to fax or email you a listing of our certifications.  Currently we have SCO Master ACE certifications and Microsoft Certified Professionals as well as Linux certifications.  All of our technicians are A+ Certified.  We are also an Authorized Support Center for both Caldera Systems and SCO.

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How are help desk requests prioritized?

Contracted customers receive top priority.  However, most calls are returned within one hour.  

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What happens if the technician that I am working with isnít able to resolve my problem?

Our technicians have an escalation procedure.  If the technician isnít able to fix the problem, your issue is then escalated to the Help Desk Supervisor and then to the Help Desk Manager.  We have established relationships most operating system & hardware manufactures.  For instance, we can escalate your problem directly to SCO and work with their engineers to resolve your SCO UNIX related issues. The same is true for Caldera Systems Linux Operating System. 

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How is my service request routed to the appropriate technician?

Contract accounts have an Assigned Account Manager.  Therefore, you will most likely be working with the same technician each time you place a service request.  The Call Coordinator initially takes your information and enters it into our Call Tracking program.  It is then routed to the Assigned Account Manager with all of the history and details of the account.

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