One phone number. One accountable team. No script.
Most helpdesks answer with a ticket number and a stranger. Ours answers with a senior technician who already knows your environment — and a response time you can see, not a promise you have to take on faith.
- RESPONSE · senior, first touch
- SEVERITY-1 · < 15 min
- COVERAGE · 24/7/365
- ESCALATION · zero handoffs
Every call starts the same way. A queue, a script, a stranger.
Reactive support isn't cheap in the way it looks. It costs you the hour your staff spend re-explaining the problem, and the day your business waits for someone to actually own it.
- A ticket number instead of a name on the other end of the line.
- Level 1 reads from a script while the real problem waits for Level 2.
- “Someone will call you back” — with no time attached to it.
- A different technician every visit, relearning your business from zero.
Senior support, first touch, every time.
Helpdesk is not the queue we route around while the real work happens elsewhere. It is a core discipline, staffed and measured like one.
- 01
We answer with a senior technician
First touch is a technician who can actually resolve the issue — not a script-reader whose only tool is your ticket number.
- 02
We publish the response time, not a promise
Every severity level carries a stated response window. You see the figure. We are measured against it, every month.
- 03
One ticket, one owner, until it closes
Your issue is tracked by a single accountable person from open to close — never silently reassigned between queues.
- 04
We report what we fixed, in plain English
A monthly summary of what came in, what it cost you in downtime, and what we changed so it doesn't recur.
The response time, not the promise.
Every severity level carries a published window. Activate a row to see what it actually means when your business calls.
A full outage gets a senior technician on the phone within fifteen minutes, day or night — no after-hours surcharge to reach one.
Every ticket above is logged, timed and reviewed against these figures every month — not estimated after the fact.
Support built to be relied on.
Every line below is staffed, measured and reported — not a placeholder on a services brochure.
Helpdesk & Support — Inclusions Ledger
- 24/7/365 senior helpdeskReal technicians answer, day and night — not an answering service that logs a callback.
- One flat monthly feeA single, predictable line item. No surprise charge for the call that fixed the problem.
- Published SLA response times by severityThe figures above are the standard we are held to, not a marketing claim.
- A named point of contactYou get people who know your business, not a rotating queue that starts from zero each time.
- Remote and on-site support includedWhen a problem needs a hand on the hardware, a technician comes to you at no extra charge.
- Monthly plain-English service reportWhat came in, what it cost you, and what changed — in language a director can act on.
The work, on the record. Anonymised, never embellished.
Four providers in six years. One phone number, finally.
- Every previous provider had a different portal, a different queue, and a different excuse.
- The owner was personally fielding technical escalations most weeks.
- No one could say what the actual response time had been over the prior quarter.
One team, one number, and a published response time the owner can check for himself every month.
The questions every director asks first.
Yes. You get a named point of contact who owns your account, backed by a senior team rostered around the clock — not a rotating queue that restarts with every call.
The same helpdesk, staffed 24/7/365. A Severity-1 outage gets a senior technician on the phone within fifteen minutes, whatever the hour.
No. One flat monthly fee covers helpdesk and support. There is no surprise line item for picking up the phone.
Stop chasing your own IT provider.
See exactly where your support experience stands today. The assessment fee is credited toward your first year of managed protection.