24x7 Service Desk
Prelude’s Service Desk is the first point of contact for problem resolution, emphasizing customer service as well as technical expertise. Our dedicated employees are engaged, patient and ready to provide support.
The majority of all service requests are resolved on the first call. When a request is more complex, the Service Desk gathers pertinent information and forwards it to the appropriate Prelude support groups. If a problem is due to a vendor issue, we will work directly with the vendor until the issue is resolved.
In most cases, our employees can remotely access devices connected to our network for expedient resolution. If necessary, we can dispatch a local field resource to resolve situations requiring on-site assistance.
- Support Monday–Friday, 7:30am–9:00pm EST (except national holidays)
- After business hours support 24x7 for mission-critical and urgent issues
- Fast and convenient access by email, phone, or a self service portal
- Automated systems to manage and track how well we answer your calls
- Remote access to your device to trouble shoot and resolve issues
- Provides a monthly scorecard detailing our surveys to monitor service level standards and client satisfaction