Application support

I have a problem with the minimal application support our outsourced Help Desk provides to our customers. An example: If one of our customers needs assistance with creating a Macro in Microsoft Excel, the Help Desk provides approximately 5 to 10 minutes of help. If the issue is not resolved, they tell the customer that it is ?training related? and discontinue assistance. I don?t know if this is the industry standard, but I don?t want to leave our customers hanging with nowhere to go for help.

We are looking for a reputable company where the customer can call, provide a credit card and get assistance.

Once I find the company, I would add their phone number in our knowledgebase to include as one of the escalation paths our Help Desk provides the customer when telling them that the issue relates to training.

Again, thanks for your help.