Third Party Proprietary Software Sample Clauses

Third Party Proprietary Software. All third party and proprietary software will be supported on a best effort basis. Best Effort” means that the DOC will not refuse to troubleshoot issues with third party and proprietary software that they are unfamiliar with. However, in the case of limited to no experience with the software, the DOC has the right to promptly assign the ticket to the VSN Operations Department. To better service the end-client, it is recommended that the VSN Operations Department provide documentation to the DOC regarding any third party or proprietary software. Service • PC and Network Troubleshooting o Network connectivity o General PC hardware diagnosis o Printers, drivers, and queues o Database connectivity • Mobile Devices (including, but not limited to: Windows Mobile and Blackberry) o Setup and Configurations* o Synchronization troubleshooting • Administrative Tasks o Create user accounts and groups o Create mailboxes and distribution lists o Reset passwords o Unlock domain accounts o File/Folder permissions o Microsoft Outlook profile setups** The DOC has no mechanism in place to verify the caller requesting one of these tasks. Therefore, the DOC technician will always contact the VSN Operations Department for approval before proceeding with the request, VSN Operations Department will verify with customer before authorizing. • Antivirus and Spyw are/ Malware o Scans and removal Scans and removals will be performed by the DOC technician only if (a) the end-client calls in and states that their AntiVirus or Spyware software has detected a virus or spyware, or (b) the end-client calls in and complains of symptoms most likely caused by a virus or spyware. The VSN Operations Department cannot request this task unless the end-client has contacted them and described one of the two above scenarios. • Software Installations o Installations are a scheduled task o Carried out 8:00am to 6:00pm EST Monday-Friday