February 2004 Newsletter

HARP Service

By: Jodi Africa, HARP Application Support Manager, Partner

HARP Help Desk Questions & Answers

What is the HARP Help Desk?

The HARP Help Desk is your way to get in touch with a person in the Service Department when your assigned Quadax Service Consultant is not available.
 

What hours does the HARP Help Desk operate?

The HARP Help Desk is staffed Monday through Friday 8:00 A.M. to 5:00 P.M. EST (excluding lunch time)
 

When do I need to use the HARP Help Desk?

The HARP Help Desk should be utilized when you, the client, are experiencing system problems and your assigned Quadax Service Consultant is not available to assist you.
 

How do I reach the HARP Help Desk?

If you are unable to reach your assigned Service Consultant and have reached their voice mail, press "0" and you will be transferred to the front desk operator. When you reach the front desk be sure to ask to be transferred to the HARP Help Desk.
 

I have been transferred to the HARP Help Desk. What comes next?

Once you have been transferred to the proper party, please have the following pieces of information ready…

1. Your name
2. Your HARP Service Consultant's Name
3. Your two-digit account code or account name
4. The method you use to access HARP (i.e., direct connection or the Internet)
5. What kind of workstation you use (i.e., a terminal or a PC)
6. Your HARP operator code (this can be anywhere from 2 to 4 characters in length) and or your ASP Portal user name (if you access HARP through the Internet)
7. The nature of your problem (i.e., "I sign into HARP and am being told that my operator code is in use")

Who am I actually talking to when I reach the HARP Help Desk?

The HARP Help Desk is staffed by the HARP Application Support Department. The Application Support Department provides direct customer support for our Partner Client base and performs all HARP Database maintenance for our Manager Accounts. Each day a different member of the department staffs the desk and is available to provide support.