1. Each group mentioned receiving varying numbers of after hours calls, with wheels up stating they receive the most calls.
    • TMC – handful of calls here and there
    • Gama – a few calls
    • DPJ – Extremely rare
    • Wheels Up – large number of after hours calls


Tickets handled by Helix Supporet

  1. Gama
    • Office application issues
    • Windows/Apple OS issues
    • Hardware issues
    • ISO Phone issues - adding email, troubleshooting email
    • Adobe product issues - Pro installations will need credentials
    • print issues
    • Password changes/resets – AD/Email/VPN
  2. DPJ (Delta Private Jet)
    • Office application issues
    • Windows/Apple OS issues
    • Hardware issues
    • ISO Phone issues – Troubleshooting email
    • Add email to new/existing devices
    • Adobe product issues - Pro installations will need credentials
    • print issues
    • Password changes/resets – AD/Email/VPN
  3. TMC (Travel Management)
    • Office application issues
    • Windows/Apple OS issues
    • Hardware issues
    • ISO Phone issues – Troubleshooting email
    • Add email to new/existing devices
    • Adobe product issues - Pro installations will need credentials
    • print issues
    • Password changes/resets – AD/Email/VPN
  4. Wheelsup
    • Office application issues
    • Windows/Apple OS issues
    • ZOOM application/connection issues
    • Client has corporate account
    • Hardware issues
    • ISO Phone issues – Troubleshooting email
    • Add email to new/existing devices
    • Adobe product issues - Pro installations will need credentials
    • print issues
    • Password changes/resets – AD/Email/VPN

 

Tickets to be escalated to WheelsUp Staff

  1. Gama
    • Phone issues – Carla
    • Airops (going away soon) – MyAirOps. Esc to Gamma Tec
    • File share access and permissions
    • Temperature alerts
    • Fortigate VPN issues outside of password problems/connectivity issues
    • Onboarding/Offboarding
    • Device Replacement
    • Non-standard apps
    • Concur
    • Jepsen
    • WSI
  2. DPJ
    • File share access and permissions
    • VPN issues outside of password problems/connectivity issues
    • Onboarding/Offboarding
    • Device Replacement
    • Non-standard apps
  3. TMC (Travel Management
    • File share access and permissions
    • VPN issues outside of password problems/connectivity
    • Onboarding/Offboarding
    • Device Replacement
    • Non-standard apps
  4. WheelsUP
    • Atlas issues
    • File share access and permissions
    • VPN issues outside of password problems/connectivity
    • Onboarding/Offboarding
    • Device Replacement
    • Non-standard apps