We provide multi-level of help desk support services. Tier One is 24 x 7 technical software and hardware support services. Tier Two is to provide 24 x 7 more complex technical software and hardware troubleshooting support staffed with trained technical people who know Customers' products well, and is usually an escalation of the call from Tier 1. Tier Three supports are 24 x 7 software engineers and hardware/network engineers. We offer the following technical help desk supports.

Desktop Publishing	Graphics
Adobe Acrobat and Reader for PC Adobe Photoshop for PC	Lotus Freelance Graphics Microsoft FrontPage Microsoft Powerpoint 95/97/2000/XP/2003 Microsoft Visio
Office Suites	Browsers
Microsoft Office 95/97/2000/XP/2003 Lotus Smartsuite for Windows	Internet Explorer 4.0 and above Netscape Communicator/Navigator
Email	Utilities
GroupWise 5.x Microsoft Outlook 97/98/2000/XP/2003 Microsoft Outlook Express Lotus Notes	McAfee Antivirus Norton Antivirus Norton Utilities for Mac
Word Processing	Database
Microsoft Word 95/97/2000/XP/2003	Microsoft Access 95/97/2000/XP/2003
Spreadsheets	Other
Microsoft Excel 95/97/2000/XP/2003 Lotus 123 for Windows	Network connectivity Password resets General PC hardware diagnosis Printers, drivers, and queues User account administration
Desktop Operating Systems
Apple Macintosh System 9 and above Microsoft Windows XP Microsoft Windows 2000 Microsoft Windows NT Microsoft Windows 95/98

b. Hardware

Our front-line hardware diagnosis and escalation services can include:

• First-line support for field personnel and their hardware.
• Warranty repair/replacement order processing including submission to a 3rd party service provider or your internal IT department.
• First-line support for internal employees and their hardware.
• Dispatching an on-site technician from your internal IT department or a 3rd party service provider

c. Network

We can provide you with desktop related network support issues and basic user administration.

d. Proprietary Application Support

We can provide you with proprietary application support using one of the following approaches:

• We take the call, logging the call, and simply escalating to your internal team according to pre-defined processes.
• Or you provide our team with training on your applications and our software engineers provide application support.

Our outsourcing help desk will be staffed 24 hours a day, 7 days a week, including holidays, which means we can handle call overflow or provide backup after hours.In China, our call centers have access to high-speed connections like OC, T1, T3, DSL, cable modem, or dial-up. From China, we can use VPN, telnet, SSH, ftp, or sftp to connect to Customers' systems. Our technical staff in China has excellent English skills and can communicate with Customers through phones, conference calls, emails, Instant Messages, and video-conferencing.

Make AMID help desk support center your clients' help desk outsourcing solutions and the client might be able to address the needs of users who reside in multiple time zones, without needing to hire additional part-time or full-time staff. By focusing on inbound functions such as help desk support, AMID's outsourcing services deliver low-cost solutions to customers.