Source Support Services
ASP Requirements
SELECTION OF SOURCE SUPPORT'S ONSITE SERVICE PARTNERS:
  1. Source Support currently provides warranty support for over 200,000+ systems all over the world. We have successfully partnered with over 80 IT hardware manufacturing companies to provide warranty support ranging from around the clock technical help desk support, depot repair services, and same day and next business day onsite response. Each of our partners have different requirements, types of systems, and in many cases different onsite requirements. Thus, it is vital for Source Support's help desk technicians, who are trained on all of our partner's systems, to interview each technician prior to an onsite service event.
    This interview process consists of:
    • Ensuring onsite partner is already "approved" by Source Support and if not, going through the typical approval process of general skill sets, signing a non-disclosure agreement, checking references, etc.
    • Discussing the requirement of the specific onsite call which is to take place.
    • Ensuring that the partner is qualified to handle the onsite requirement based upon knowledge of type of the systems being repaired, as well as experiences.
    • Ensuring availability to not only begin the call when required but to ensure availability throughout the expected time frame of the call.
    • Going through strict rules and guidelines, based upon Source Support's "Standard Operating Procedure" document of how to act onsite, how to represent the partner, and numbers of the contacts to call when arriving onsite during and before leaving the location.
    • Going through any specific technical steps and documentation necessary for the upcoming onsite call.
    If, after going through the above procedures, the Source Support help desk is not satisfied with the onsite technician's abilities to meet the requirements, he will contact another onsite partner in that area until he or she is satisfied that the onsite partner can and will successfully handle the onsite call.
  2. Service technician requirements (training, licenses)
    1. Our technicians have a wide variety of certifications and we "hand pick" the technicians depending upon the type of "system" we are covering. Typical certifications included:
      1. A+ Hardware Certification
      2. MCSE
      3. CCNA and other various Cisco certifications
      4. Linux Certification (Various) such as RHCE
      5. SCO Ace
    2. Each technician is interviewed and individually approved by Source Support before going onsite
  3. Help Desk Ownership:
    1. It is important to note that our onsite technicians are hardware break/fix technicians, responsible for going onsite to replace and repair typical computer hardware components. The diagnosis and troubleshooting of the system is done by our Level 3 help desk technicians over the phone. It is the help desk technicians who are trained and certified on our partner's systems and are the true "owners" of every onsite call. They are instructing the onsite technician on every step performed before and during the call.
    2. With onsite partners located in almost every zip code in the North America and most major cities internationally, it should be understood that the onsite technician may not have worked on that specific system before. However, the technician has been interviewed by our help desk to ensure that he/she is not only experienced on similar types of systems, but also fully understands what will be expected of him/her during the standard break/fix repair.
  4. The hardware warranty purchased from Source Support includes troubleshooting by our help desk, and the onsite replacement of defective components provided by our locally based "hardware, break fix" technician.
  5. Recruiting and Maintaining of our Technical Database:
    1. We have a recruiting team whose function is to find and qualify technicians who meet the needs of our customers. The qualification process has several elements, including reference checking, phone or personal interviews,. verification of licenses, permits and authorizations; and testing. New recruits frequently come with personal recommendations from existing Authorized Service Providers (ASPs) or customers.
    2. Tesseract, Source Support's custom-designed call management system, is our primary quality assurance tool. In the hands of our expert in-house help desk engineers and managers, Tesseract performance feedback loop evaluates each technician's performance on each project for responsiveness, technical ability, communication, reporting, customer service skills, call-backs, efficiency and other categories. Only by achieving outstanding "grades" in each of these categories does a technician earn the right to participate in the next project.