Managed Helpdesk

Our helpdesk isn’t a faceless call center. It’s a responsive, accountable support team that knows your systems, communicates clearly, and works in step with your goals. One of our core values is to "make it easy", so we’re here to reduce friction not add to it.

1. Support Included.
   All Remote and onsite IT support for your standard business operating environment is included.
2. Dedicated Support Team.
   You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number.
   You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel.
4. Enhanced Service Level Agreements (SLAs)
   Critical issues responded to within an hour.

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Managed Helpdesk

Overview

Our Remote & Onsite Helpdesk service is designed to provide comprehensive support for your business. The service includes:

1. Support Included. All Remote and onsite IT support for your standard business operating environment is included
2. Dedicated Support Team. You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number. You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel. If nobody is available on your team to answer the phone, the call will fall back to other available staff members to attempt to get your call answered.
4. Support Coverage. We offer both onsite and remote support. Any support outside the scope defined in our master terms, product terms, and in our acceptable use policy will be charged at Out-of-Scope rates.
5. Enhanced Service Level Agreements (SLAs)
   1. Priority 1 (Critical): Response within 1 business hour
   2. Priority 2 (High): Response within 4 business hours
   3. Priority 3 (Medium): Response within 1 business day
   4. Priority 4 (Low): Response within 2 business days
   5. Priority 5 (Very Low): Best effort response
      The priority level is determined based on the urgency and impact of the incident, at our discretion

Customer Obligations

To effectively deliver our service to you, you are required to:

• Provide timely and accurate information necessary for us to perform our services.
• Perform identity verification for privileged requests to ensure security compliance.
• Use the designated communication channels - our ticketing portal, email, or your assigned Exclusive contact number - to allow us to log and track issues and requests.

Service Limitations

The following limitations apply to this service.

1. Response and Reoslution Times: These are dependent on the timeliness of the information provided by you, the customer. SLA times are paused when waiting for third-party vendor responses, identity verification, or additional information from the customer is required. SLA response times are only recorded when requests are logged through our official support email address, through our ticketing portal, or over the phone.
2. Out of Scope Work
   1. Any work performed to support a 3rd party's product or service, where we can provide a comparable service or product is considered out of scope as per our master terms of service.
   2. On-site work provided outside our service area is considered out of scope as per our master terms of service.
   3. Work performed outside our regular office hours unless otherwise stated on a case by case basis, is considered out of scope as per our master terms of service.
3. Project Work: Significant management, planning or orchestration tasks will be pre-discussed for scope and costs. If work is to be considered project work, you will be notified before work commences. Examples of project work are;

• • Office relocations
  • New office fit outs
  • WiFi site surveys and complex planning
  • New system integrations
  • Cloud platform migrations
  • SharePoint intranet development
  • New server deployments
  • New network infrastructure deployments
  • Custom software development

Managed Helpdesk

Overview

Our Remote & Onsite Helpdesk service is designed to provide comprehensive support for your business. The service includes:

1. Support Included. All Remote and onsite IT support for your standard business operating environment is included
2. Dedicated Support Team. You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number. You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel. If nobody is available on your team to answer the phone, the call will fall back to other available staff members to attempt to get your call answered.
4. Support Coverage. We offer both onsite and remote support. Any support outside the scope defined in our master terms, product terms, and in our acceptable use policy will be charged at Out-of-Scope rates.
5. Enhanced Service Level Agreements (SLAs)
   1. Priority 1 (Critical): Response within 1 business hour
   2. Priority 2 (High): Response within 4 business hours
   3. Priority 3 (Medium): Response within 1 business day
   4. Priority 4 (Low): Response within 2 business days
   5. Priority 5 (Very Low): Best effort response
      The priority level is determined based on the urgency and impact of the incident, at our discretion

Customer Obligations

To effectively deliver our service to you, you are required to:

• Provide timely and accurate information necessary for us to perform our services.
• Perform identity verification for privileged requests to ensure security compliance.
• Use the designated communication channels - our ticketing portal, email, or your assigned Exclusive contact number - to allow us to log and track issues and requests.

Service Limitations

The following limitations apply to this service.

1. Response and Reoslution Times: These are dependent on the timeliness of the information provided by you, the customer. SLA times are paused when waiting for third-party vendor responses, identity verification, or additional information from the customer is required. SLA response times are only recorded when requests are logged through our official support email address, through our ticketing portal, or over the phone.
2. Out of Scope Work
   1. Any work performed to support a 3rd party's product or service, where we can provide a comparable service or product is considered out of scope as per our master terms of service.
   2. On-site work provided outside our service area is considered out of scope as per our master terms of service.
   3. Work performed outside our regular office hours unless otherwise stated on a case by case basis, is considered out of scope as per our master terms of service.
3. Project Work: Significant management, planning or orchestration tasks will be pre-discussed for scope and costs. If work is to be considered project work, you will be notified before work commences. Examples of project work are;

• • Office relocations
  • New office fit outs
  • WiFi site surveys and complex planning
  • New system integrations
  • Cloud platform migrations
  • SharePoint intranet development
  • New server deployments
  • New network infrastructure deployments
  • Custom software development

Managed Helpdesk

Overview

Our Remote & Onsite Helpdesk service is designed to provide comprehensive support for your business. The service includes:

1. Support Included. All Remote and onsite IT support for your standard business operating environment is included
2. Dedicated Support Team. You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number. You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel. If nobody is available on your team to answer the phone, the call will fall back to other available staff members to attempt to get your call answered.
4. Support Coverage. We offer both onsite and remote support. Any support outside the scope defined in our master terms, product terms, and in our acceptable use policy will be charged at Out-of-Scope rates.
5. Enhanced Service Level Agreements (SLAs)
   1. Priority 1 (Critical): Response within 1 business hour
   2. Priority 2 (High): Response within 4 business hours
   3. Priority 3 (Medium): Response within 1 business day
   4. Priority 4 (Low): Response within 2 business days
   5. Priority 5 (Very Low): Best effort response
      The priority level is determined based on the urgency and impact of the incident, at our discretion

Customer Obligations

To effectively deliver our service to you, you are required to:

• Provide timely and accurate information necessary for us to perform our services.
• Perform identity verification for privileged requests to ensure security compliance.
• Use the designated communication channels - our ticketing portal, email, or your assigned Exclusive contact number - to allow us to log and track issues and requests.

Service Limitations

The following limitations apply to this service.

1. Response and Reoslution Times: These are dependent on the timeliness of the information provided by you, the customer. SLA times are paused when waiting for third-party vendor responses, identity verification, or additional information from the customer is required. SLA response times are only recorded when requests are logged through our official support email address, through our ticketing portal, or over the phone.
2. Out of Scope Work
   1. Any work performed to support a 3rd party's product or service, where we can provide a comparable service or product is considered out of scope as per our master terms of service.
   2. On-site work provided outside our service area is considered out of scope as per our master terms of service.
   3. Work performed outside our regular office hours unless otherwise stated on a case by case basis, is considered out of scope as per our master terms of service.
3. Project Work: Significant management, planning or orchestration tasks will be pre-discussed for scope and costs. If work is to be considered project work, you will be notified before work commences. Examples of project work are;

• • Office relocations
  • New office fit outs
  • WiFi site surveys and complex planning
  • New system integrations
  • Cloud platform migrations
  • SharePoint intranet development
  • New server deployments
  • New network infrastructure deployments
  • Custom software development

Managed Helpdesk

Overview

Our Remote & Onsite Helpdesk service is designed to provide comprehensive support for your business. The service includes:

1. Support Included. All Remote and onsite IT support for your standard business operating environment is included
2. Dedicated Support Team. You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number. You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel. If nobody is available on your team to answer the phone, the call will fall back to other available staff members to attempt to get your call answered.
4. Support Coverage. We offer both onsite and remote support. Any support outside the scope defined in our master terms, product terms, and in our acceptable use policy will be charged at Out-of-Scope rates.
5. Enhanced Service Level Agreements (SLAs)
   1. Priority 1 (Critical): Response within 1 business hour
   2. Priority 2 (High): Response within 4 business hours
   3. Priority 3 (Medium): Response within 1 business day
   4. Priority 4 (Low): Response within 2 business days
   5. Priority 5 (Very Low): Best effort response
      The priority level is determined based on the urgency and impact of the incident, at our discretion

Customer Obligations

To effectively deliver our service to you, you are required to:

• Provide timely and accurate information necessary for us to perform our services.
• Perform identity verification for privileged requests to ensure security compliance.
• Use the designated communication channels - our ticketing portal, email, or your assigned Exclusive contact number - to allow us to log and track issues and requests.

Service Limitations

The following limitations apply to this service.

1. Response and Reoslution Times: These are dependent on the timeliness of the information provided by you, the customer. SLA times are paused when waiting for third-party vendor responses, identity verification, or additional information from the customer is required. SLA response times are only recorded when requests are logged through our official support email address, through our ticketing portal, or over the phone.
2. Out of Scope Work
   1. Any work performed to support a 3rd party's product or service, where we can provide a comparable service or product is considered out of scope as per our master terms of service.
   2. On-site work provided outside our service area is considered out of scope as per our master terms of service.
   3. Work performed outside our regular office hours unless otherwise stated on a case by case basis, is considered out of scope as per our master terms of service.
3. Project Work: Significant management, planning or orchestration tasks will be pre-discussed for scope and costs. If work is to be considered project work, you will be notified before work commences. Examples of project work are;

• • Office relocations
  • New office fit outs
  • WiFi site surveys and complex planning
  • New system integrations
  • Cloud platform migrations
  • SharePoint intranet development
  • New server deployments
  • New network infrastructure deployments
  • Custom software development

Managed Helpdesk

Overview

Our Remote & Onsite Helpdesk service is designed to provide comprehensive support for your business. The service includes:

1. Support Included. All Remote and onsite IT support for your standard business operating environment is included
2. Dedicated Support Team. You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number. You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel. If nobody is available on your team to answer the phone, the call will fall back to other available staff members to attempt to get your call answered.
4. Support Coverage. We offer both onsite and remote support. Any support outside the scope defined in our master terms, product terms, and in our acceptable use policy will be charged at Out-of-Scope rates.
5. Enhanced Service Level Agreements (SLAs)
   1. Priority 1 (Critical): Response within 1 business hour
   2. Priority 2 (High): Response within 4 business hours
   3. Priority 3 (Medium): Response within 1 business day
   4. Priority 4 (Low): Response within 2 business days
   5. Priority 5 (Very Low): Best effort response
      The priority level is determined based on the urgency and impact of the incident, at our discretion

Customer Obligations

To effectively deliver our service to you, you are required to:

• Provide timely and accurate information necessary for us to perform our services.
• Perform identity verification for privileged requests to ensure security compliance.
• Use the designated communication channels - our ticketing portal, email, or your assigned Exclusive contact number - to allow us to log and track issues and requests.

Service Limitations

The following limitations apply to this service.

1. Response and Reoslution Times: These are dependent on the timeliness of the information provided by you, the customer. SLA times are paused when waiting for third-party vendor responses, identity verification, or additional information from the customer is required. SLA response times are only recorded when requests are logged through our official support email address, through our ticketing portal, or over the phone.
2. Out of Scope Work
   1. Any work performed to support a 3rd party's product or service, where we can provide a comparable service or product is considered out of scope as per our master terms of service.
   2. On-site work provided outside our service area is considered out of scope as per our master terms of service.
   3. Work performed outside our regular office hours unless otherwise stated on a case by case basis, is considered out of scope as per our master terms of service.
3. Project Work: Significant management, planning or orchestration tasks will be pre-discussed for scope and costs. If work is to be considered project work, you will be notified before work commences. Examples of project work are;

• • Office relocations
  • New office fit outs
  • WiFi site surveys and complex planning
  • New system integrations
  • Cloud platform migrations
  • SharePoint intranet development
  • New server deployments
  • New network infrastructure deployments
  • Custom software development

Managed Helpdesk

Overview

Our Remote & Onsite Helpdesk service is designed to provide comprehensive support for your business. The service includes:

1. Support Included. All Remote and onsite IT support for your standard business operating environment is included
2. Dedicated Support Team. You will have a team of skilled technicians, lead by at least one senior technician. This team will be allocated your account for a consistent and personalised service.
3. Exclusive Contact Number. You will receive a dedicated phone number for direct access to your support team, without the need to go through a receptionist or administrative personel. If nobody is available on your team to answer the phone, the call will fall back to other available staff members to attempt to get your call answered.
4. Support Coverage. We offer both onsite and remote support. Any support outside the scope defined in our master terms, product terms, and in our acceptable use policy will be charged at Out-of-Scope rates.
5. Enhanced Service Level Agreements (SLAs)
   1. Priority 1 (Critical): Response within 1 business hour
   2. Priority 2 (High): Response within 4 business hours
   3. Priority 3 (Medium): Response within 1 business day
   4. Priority 4 (Low): Response within 2 business days
   5. Priority 5 (Very Low): Best effort response
      The priority level is determined based on the urgency and impact of the incident, at our discretion

Customer Obligations

To effectively deliver our service to you, you are required to:

• Provide timely and accurate information necessary for us to perform our services.
• Perform identity verification for privileged requests to ensure security compliance.
• Use the designated communication channels - our ticketing portal, email, or your assigned Exclusive contact number - to allow us to log and track issues and requests.

Service Limitations

The following limitations apply to this service.

1. Response and Reoslution Times: These are dependent on the timeliness of the information provided by you, the customer. SLA times are paused when waiting for third-party vendor responses, identity verification, or additional information from the customer is required. SLA response times are only recorded when requests are logged through our official support email address, through our ticketing portal, or over the phone.
2. Out of Scope Work
   1. Any work performed to support a 3rd party's product or service, where we can provide a comparable service or product is considered out of scope as per our master terms of service.
   2. On-site work provided outside our service area is considered out of scope as per our master terms of service.
   3. Work performed outside our regular office hours unless otherwise stated on a case by case basis, is considered out of scope as per our master terms of service.
3. Project Work: Significant management, planning or orchestration tasks will be pre-discussed for scope and costs. If work is to be considered project work, you will be notified before work commences. Examples of project work are;

• • Office relocations
  • New office fit outs
  • WiFi site surveys and complex planning
  • New system integrations
  • Cloud platform migrations
  • SharePoint intranet development
  • New server deployments
  • New network infrastructure deployments
  • Custom software development