Service
IT support and help desk
One number for your whole team, staffed by people who already know your environment. Unlimited remote support on covered systems, onsite visits included rather than billed by the trip, and a response target that is written into the agreement rather than mentioned on a sales call.
Response target
15 min
to a live person, during business hours
Monitoring and critical incident response run 24 by 7. Response and resolution are reported separately each month.
How escalation actually works
Most tickets never leave the first tier, which is the point. The structure exists so that a password reset is not sitting behind an infrastructure fault, and so an infrastructure fault is not being worked by whoever happened to pick up.
| Tier | Handles | Target |
|---|---|---|
| Tier 1 | Password resets, access requests, printers, mailbox issues, everyday application faults | Live within 15 minutes |
| Tier 2 | Workstation and server faults, network connectivity, line of business software, vendor coordination | Same business day |
| Tier 3 | Infrastructure faults, security incidents, anything requiring a change to the environment | Immediate on critical |
| Onsite | Hardware failures, new installations, anything that needs hands on the equipment | Same day where practical |
What is included
- Unlimited remote support during business hours on covered systems
- Onsite visits included rather than billed per trip
- Support for your line of business software vendors on your behalf
- New starter setup and leaver offboarding
- Hardware and warranty coordination
- Monthly reporting on ticket volume, recurring faults and response performance
The part that actually reduces tickets
A help desk that only closes tickets is a call centre. The difference is what happens to a fault that keeps returning.
Recurring incidents are tracked by cause rather than by ticket, and anything appearing more than a few times enters a queue to be fixed properly rather than worked around. That work is unglamorous and it is the main reason ticket volume falls over the first year rather than staying flat.
It is also why the monthly report shows recurring fault categories alongside the response numbers. Volume going down is the outcome worth paying for.
Common questions
Answered before you ask.
Is there a limit on how many tickets we can raise?
No. Capping tickets would recreate the exact problem that flat fee support exists to solve, which is people avoiding the help desk to keep costs down while small faults grow. The agreement covers unlimited remote support on covered systems. What is scoped is which systems are covered, not how often you contact us.
Do we get the same engineers each time?
For a business of typical size you will deal with a small, consistent group rather than a rotating queue, and there is a named lead who knows your environment. That matters more than it sounds. An engineer who already knows why your accounting software needs a specific print driver resolves in minutes what a stranger spends an hour on.
What counts as a covered system?
Devices and servers under management, your identity platform, your email, your network equipment and your backup system. Personal devices, unsupported operating systems and equipment you have asked us to leave alone sit outside coverage. Everything is listed by name in the agreement rather than described in general terms.
What happens outside business hours?
Monitoring and critical response run around the clock, so an outage, a failed backup or a security alert is picked up whether or not anyone is in the office. Routine requests raised at 11pm are handled the next morning. There is no after hours surcharge on covered systems for genuine incidents.
How is response time measured?
From the moment a ticket is raised to the moment a person is working on it, not to the moment an automated acknowledgement lands in your inbox. Response and resolution are reported separately every month, because a single blended number can hide a lot.
Related
What sits alongside day to day support.
Co-managed IT
Tooling, escalation and coverage that support an internal IT lead.
Network and infrastructure
Firewalls, switching, Wi-Fi, servers and remote access, monitored.
Cybersecurity services
Endpoint detection, email security, monitoring and user training.
What is included in managed IT services
A line by line scope, including the exclusions most contracts hide.
IT contracts and SLAs explained
Auto renewal, out clauses, and who owns your data and documentation.
What managed IT services cost in Tacoma
Per user pricing bands, what moves the number up, and how to read a quote.
Start with the assessment, not the contract.
We document what you have, test whether your backups restore, and give you the findings in writing. Yours to keep either way.