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HEAT® Service and Support

Affordable, Automated Service Desk Solution

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Reduce costs and elevate service levels with HEAT Service & Support, the foundation of the HEAT product suite. Proven and powerful, HEAT Service & Support helps organizations of all types take their service and customer satisfaction to the next level.

Benefits

• Serve customers faster and more effectively
• Increase technician productivity
• Lower the cost of service
• Reduce training time
• ITIL verified by Pink Elephant in Incident Management, Problem Management, Change Management, and Configuration Management
• Easily integrates with FrontRange IT Service Management modules to harness the power of ITIL processes

Features

• Quick setup - Tailor your system to your unique business environment quickly and easily with HEAT Quick Start Wizard
• Call Logging - Log and track 100% of your service desk calls and resolve them faster than ever before.
• Business Process Automation Module (BPAM) - Create automation and escalation rules easily and intuitively. Using a wizard-like interface, BPAM automates many business processes and monitors your system for problems.
• Auto Ticket Generator - Automatically create new call tickets and update existing call tickets.  Additionally, Auto Ticket Generator can automatically respond to requests for call ticket information and status.
• HEAT Answer Wizard - Get fast answers to key business questions with a selection of more than 200 predefined reports.
• HEAT Manager Console - Monitor key metrics and graphically illustrate service and support center status at-a-glance.
• HEAT Link to LDAP - Import data from an LDAP system for your customer information in HEAT.
• Customizability - Easily customize HEAT business rules, call screens, and flows to your specific needs.
• Ease of integration - Use HEAT Service & Support on its own or expand its power by easily integrating it with any other FrontRange products, as well as with third-party applications. All FrontRange solutions share a common reporting engine, business processing engine, data structure, and integration platform.

System Requirements

• Disk Space
  175 MB (full HEAT installation)
  
• Database Management Software (DBMS)
  Microsoft^® Access^® 2000/2002
  Microsoft SQL Server TM 7.0 (SP4 or later) or 2000 (SP3 or higher)
  Sybase^® SQL AnywhereВ® Studio 9.0 or higher
  Oracle^® 8.16 (using 8.16.6 driver) or 8.17 (using 8.17.6 driver)
  Oracle9/ (using 9.01.3 driver)
  Oracle9/ Release 2 (using 9.2.0.1 driver)
  
• Server
  On average, HEAT requires 2-3 MB of hard drive space for every 1,000 call records.
  All system requirements were developed using Microsoft SQL server as the HEAT database application.
  When using other database applications, contact the database vendor for recommendations.