Real people, real responses—any hour, any day. Our follow-the-sun Help Desk keeps your users productive with guaranteed SLAs, expert triage, and rapid remote remediation.
It isn’t voicemail and callbacks. It’s always-on coverage with clear ownership and documented runbooks.
Tiered engineers in staggered shifts across time zones to maintain continuous availability without fatigue risk.
Direct phone line and monitored mailbox create tickets instantly and route to the on-duty engineer.
Contracted response and communication cadences for every priority level, 24×7—including weekends and holidays.
Documented procedures and scripts for common issues enable fast, consistent resolutions at any hour.
Escalation rosters for Tier 2/3 and SME leads with auto-paging for P1/P2 incidents after hours.
RMM/EDR/NOC alerts open tickets automatically and notify the on-duty engineer with context and history.
Multiple channels, one queue, unified SLAs.
Know exactly what additional coverage you’re buying.
Drill into scope, SLAs, operating model, controls, and onboarding.
| Priority | Example | Initial Response | Update Cadence | Target Workaround / Restore |
|---|---|---|---|---|
| P1 Critical | Company-wide outage, security incident | ≤ 15 minutes (24/7) | 30–60 minutes | Workaround ≤ 4h / Restore ASAP |
| P2 High | Department outage, VIP user down | ≤ 1 hour (24/7) | 2 hours | Workaround ≤ 8h / Restore ≤ 1 business day |
| P3 Normal | Single user issue, degraded service | ≤ 4 business hours | Daily | ≤ 2–3 business days |
| P4 Low | How-to, minor request | Next business day | Every 2–3 days | As scheduled |
* SLAs apply 24×7 for P1/P2. P3/P4 operate on business-hours unless otherwise contracted.
Incident, Request, Problem categories with templates, required fields, and change linkage for recurring issues.
FCR%, CSAT, SLA attainment, MTTR, backlog trend, ASA; monthly reports with actionable insights.
PSA + RMM, secure remote control, EDR, MDM, SSO, and an audited knowledge base mapped to your environment.
MFA for admin access, JIT elevation for sensitive tasks, per-tenant RBAC, least-privilege jump hosts.
Ticket redaction for secrets, encrypted transcripts/logs, session recordings stored to policy retention.
Aligned to CIS controls; change and incident records preserved for audit. NDA-backed confidentiality.
Clear handoff to your IR lead; runbooks for account compromise, malware, and data loss scenarios.
We’ll tailor SLAs, channels, and runbooks to your environment—then keep you informed with transparent metrics.