Support Scope

The IT Help Desk is designed to help users solve technical questions or issues regarding their operating systems, hardware, and some of the most common software SMBs use.

Operating systems

The service includes configuration, troubleshooting, installation and uninstallation of operating system software, or any technical issues with the device. Our team can help reinstall the OS as long as the CLIENT has the original licenses and means necessary. The service does not include training in use of the OS or any other software, only specific issues will be solved.

  • Windows: XP - 10
  • Windows Server: 2003 - 2019
  • MacOs: 10.6 (Snow Leopard) up to 10.14 (Mojave)
  • Linux: Ubuntu 19.04, Fedora 30, Open SUSE 15.1, Debian 10.0, Red Hat 8, CentOS 7
  • iOS: 7.1.2 and 12.3.2
  • Android: Ice Cream Sandwich 4.0 - Pie 9.0
  • Windows Phone OS: 8.0 - 10 Mobile

 

 

 

Hardware

Initial hardware configuration, synchronization with operating system, and connect to network if necessary. Any drivers or controllers necessary must be provided by the CLIENT. We will do everything we can to obtain them if available.

  • PC
  • Smart TV
  • PC peripherals (webcam, printer, scanner, external storage, etc)
  • Smartphones
  • Tablets
  • Multimedia devices (Apple TV, Chromecast, Roku, etc)

 

Software

Installation, configuration, personalization and solution to specific issues regarding the most common software. All original licenses and installation means are the CLIENT’s responsibility. KONIBIT will never give support to software obtained illegally.

  • Microsoft Office Suite (Word, Excel, Outlook, Power Point, etc)
  • Open Source (Open Office, Libre Office, etc)
  • Browsers (Google Chrome, Microsoft Internet Explorer, Microsoft Edge, Mozilla Firefox, etc)
  • Multimedia software (Windows Media Player, VLC, Spotify, iTunes, Quick Time, Real Player, codecs)
  • Compressors (Winzip, WinRar, 7zip)
  • Peer to peer (Mega, eMule, Kazaa, eDonkey, Ares, Frostwire, BitTorrent, uTorrent, etc)
  • Antivirus and firewalls (Bitdefender, Microsoft Security Essentials, Symantec, McAfee, Avast, AVG, Avira, etc)


Cloud storage and streaming

Account creation, app download and installation on compatible devices, optimization for intended use. We are restricted by each service’s Terms and Conditions.

  • Video streaming: Netflix, Amazon Prime, HBO Go, etc.
  • Audio streaming: Spotify, Apple Music, Google Play Music, Deezer, etc.
  • Cloud Storage: Dropbox, Onedrive, Elife Drive, Google Drive, Mega, etc.



FOR PROVIDING SUPPORT TO SYSTEMS SPECIFIC TO A CUSTOMER, THEY MUST PROVIDE THE NECESSARY TRAINING FOR OPTIMAL SUPPORT, AS WELL AS ACCESS TO THE CORRESPONDING SYSTEMS.

A team coordinator will be assigned as main contact for all communication for support and technical teams.

Digital Concierge Scope

Customers will be able to request help from one of our community managers in the cloud service brokerage chat, call the local support number, or send an email to receive immediate assistance on the creation of their profile.

The community manager will be able to offer manuals and videos on how to create a profile for each of the services and social media included in this scope.

The online profiles covered are the following:

  • Google My Business     
  •  Yelp
  • Facebook for Business
  • Whatsapp for Business
  • Twitter
  • Linkedin
  • YouTube
  • Instagram
  • Pinterest

Through this service, a community manager will guide the customer on how to create and maintain a business profile on the platforms covered by the scope. Konibit cannot create the profiles or do the adjustments on behalf of the client, but will guide them step by step and can take remote control of their desktop or laptop if necessary. 

 

The following is covered by this service: 

 

1. General inquiries: 

  • How to create a business social network account 
  • What is the difference between an organic and paid post? 
  • How to create an account to manage business profiles?
  •  How often is it recommended to post? 

 

2. Modifications of the profiles: 

  • How to change names
  • How to change an address
  • How to make adjustments on hours of operation
  • How to modify contact information 
  • Advice on how to change the cover profile image for each social network
  • Advice on the recommendation of image measures for each social network 
  • Differences between business profiles and personal profile.

 

3. Profile creation 

  • Lead the client step by step on how to create their profile depending on the needs of the business
  • Explanation of each platform and its main objectives 

 

4. Limits of the service 

 

This service does not cover: 

  • Strategy: The community manager cannot help the customer define the strategy that will be carried out for each platform.
  • Creation of posts. 
  • Creation of any type of content.
  • Any form of attention or support to users of the client’s profiles. 
  • Integration: Does not include linking social networks with complimentary services like CRM, online store, chatbots, or others.
  • Advertising: Creation and management of advertising campaigns for the correct implementation of the budget, Facebook Ads, Instagram Ads, Twitter Ads.

 

The client will be responsible for all or any information shared on any of the platforms.

 

This service will include the creation of 1 monthly communication campaign to incentivize its use and let the customer know its value. This campaign can be in the form of an email, video or webinar.