Loki Systems Inc. has three goals:
To provide our clients with timely, expert assistance with problems, we provide telephone support through a toll free helpdesk. Our helpdesk is staffed with four experts who have worked with the system extensively.
We are proud of our support record. Because our system is extremely reliable and easy to use, on average we have one helpdesk call per quarter per site after systems have been in production for three months. Calls to our helpdesk have a 95% probability of being resolved within 15 minutes.
In our experience with other clients, 95% of our help desk calls are answered personally and resolved over the phone. In the event a problem cannot be solved over the phone , resolution would occur through remote access to the site.