FAQ

Where are you located?

Our corporate office and support center is located in Victoria, BC, Canada. We comply with all US industry standards and laws.

Can you co-brand our support?

Your end-users' calls, emails and tickets will be branded with your company name. Your reseller accounts can equally be co-branded.

What kind of Quality Assurance do you provide?

We have a dedicated team of Quality Assurance professionals who rigorously follow multi-level testing processes that ensures quality and performance is maintained. We believe that this is paramount for our customers.

How can I, as a customer, track my incidents?

Our in-house developed incident tracking system, the Portal, provides you with real-time access to phone and incident statistics.

What separates you from other companies:

PC Helpline has established a competitive advantage by offering a complete Managed IT Service Solution that consistently delivers distinguishing quality, technology and a commitment to fulfill our client’s promises to their end-users.

What do you mean by 'transparent support'?

As a client of PC Helpline, you will have real-time access to the phone and incident stats for your end-users from your laptop anywhere in the world through our web based Portal.

How are your agents trained on our support needs?
Our goal is to ensure that we meet the promises that you make to your customers. By this, we mean that the specific information that sets you apart from your competitors must come across through every call. We have in place a process that allows our clients to collaborate on the training material and a testing engine through our web based learning management system. All technicians are required to read and pass the test prior to handling your support calls.

I’m convinced! How do I get started?

The process of getting a project started is very simple:

• You decide on the type of support
• You decide on the costing model
• You decide on the Service Level Agreement (SLA) that meets your support needs and requirements
• Our Account and Project managers will work with your team to roll-out your support in a seamless and expedient fashion
• Contact PC Helpline to get started! click here.