Module 5 Assessment

1.

1 point

What can a Bolt-On be added to?

Subscriptions

One-Time Incidents

Both

2.

1 point

Why would it matter to a Customer that the tech is North American based (US or Canada). (Choose all that apply)

Concern over language barrier

Perceived value of someone who is not offshore due to previous experience

Concern over information security

3.

1 point

Which of the following subscriptions include equipment protection?

Preferred

Premier

Premier for Server

Both B and C

4.

1 point

Which subscriptions do not include equipment protection from cracks, spills, drops?

Premier and Premier for Server

Essential and Preferred

Preferred and Premier for Server

5.

1 point

Why is certification important for On-Site service providers?

To prove that we not only say we have highly skilled technicians, but can prove they meet industry and vendor standards.

Assurance the technician is not only trained but can prove he or she knows the product for which they are providing support.

Both

6.

1 point

Why is there a Bolt-on for Each Additional 1 Hour of Onsite Service?

Because the standard On-Site Service call covers up to 90 minutes, and some issues or requests will require more time to resolve or complete.

Because Essentials does not include On-Site Service.

Because sometimes a technician wants to spend more time with the customer to troubleshoot additional issues within the business.

7.

1 point

If a Customer purchases a subscription they will not need to purchase a One Time Solve/Setup.

No; all subscriptions include One-Time Solve/Setup same day service.

Depends on immediate need. A new subscription takes time to set up (onboarding process) and the Customer may not want to wait for service to an issue, or get devices set up.

No; all subscriptions include One-Time Solve/Setup service.

8.

1 point

Which of the following Bolt-Ons are related to warranty equipment protection?

Warranty Service Deductible

Expedited Depot Service - Warranty Repair

Same Day On-Site

Both A and B

9.

1 point

Why are there service delivery requirements established for the Customer?

Ensures safe, workable access to the software and hardware needed

Ensures operating system can run on the computer or server’s hardware

All of the above.

Ensures that the desktop client required for remote support can work on the system

10.

1 point

Why would the On-Site techs not provision software or hardware, even a computer part (if not covered under warranty)? (Choose all that apply)

The hardware and/or software needs can vary so greatly, it is impossible to be absolutely sure it’s what the customer wants, expects, and actually needs .

Provisioning software and hardware take additional time and costs greatly vary.

Signature Support solutions are priced based on the services specified, not the hardware or software needed.