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Table of Contents
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. Back to TopWhat
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. Back to TopWhat
computer platforms/operating systems do you support?
PC’s & Servers running Windows 95,98, 2000, Windows NT, SCO UNIX & Linux. Back to TopWhat 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. Back to TopAre
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. Back to TopHow
are help desk requests prioritized?
Contracted customers receive top priority. However, most calls are returned within one hour. Back to TopWhat happens if the technician that I am working with isn’t able to resolve my problem?Our technicians have an escalation procedure. If the technician isn’t 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. Back to TopHow
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. Back to Top
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