IT Helpdesk
Responsive day-to-day support with defined response-time SLAs, not an open-ended ticket queue.
Who this is for: Businesses that want day-to-day IT support with a direct line into security, not two disconnected vendors.
The Problem
IT support and security are usually sold as separate things, which is exactly how a phishing email reported to a general helpdesk sits in a queue for two days.
Our Solution
Our helpdesk has a direct line into the security team, so day-to-day support and incident response aren’t two different vendors.
What's included
- Defined, written response-time SLAs by priority
- Endpoint and user support for day-to-day issues
- Onboarding/offboarding account provisioning, done securely
- Direct escalation path into our security team when an issue looks security-related
- Asset and license tracking
IT support and security are usually sold as separate things, which is exactly how a phishing email reported to a general helpdesk sits in a queue for two days. Our helpdesk has a direct line into the security team, so day-to-day support and incident response aren’t two different vendors.
Benefits
- Faster resolution with a written SLA, not a best-effort queue
- Security-relevant tickets escalated immediately, not stuck behind routine requests
- One vendor for both day-to-day support and security
Our Process
Understand
Learn your environment and how your team actually works.
Assess
Identify current support gaps and priorities.
Recommend
Set SLAs and escalation paths that fit your business.
Implement
Stand up the helpdesk and onboarding process.
Improve
Adjust coverage as your team and needs change.
Frequently asked questions
What are your typical response times?
Response-time SLAs are agreed in writing by priority level before the engagement starts, so you know exactly what to expect for a critical issue versus a routine request.
Can you take over support without disrupting our current setup?
Yes, we start with an audit of your current environment so the transition doesn’t mean starting from a blind spot.
Related services
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devicesManaged IT Services
Your full IT operation, helpdesk, servers, maintenance, run as one managed service instead of three disconnected line items.
Not sure if this is the right fit?
Tell us what's worrying you. We'll tell you what actually needs fixing first.