Technical Support / Help Desk
We offer comprehensive technical support and help desk services so your team always has professional backing.
Professional technical support isn't "someone who fixes the printers." It's having a single point of contact for any technology issue, with escalation processes, ticket-based traceability, and metrics that let you improve operations. For many SMEs it's the most cost-effective way to have IT capabilities that would otherwise require a large internal department.
What's included?
- Remote and on-site support with guaranteed response times (SLA).
- Ticketing system for incident tracking and prioritization.
- Tier 1, 2, and 3 support for hardware, software, and networks.
- Hardware support (PCs, printers, peripherals), software, and networks.
- Channels: email, WhatsApp, phone, and web form.
- Monthly reports with tickets handled, trends, and recommendations.
Ideal for
Companies that don't have an in-house IT department but need professional support for their employees, organizations with internal IT focused on strategic projects that need to outsource day-to-day work, businesses with multiple branches where each office needs local support without hiring a technician per site, and companies with remote employees who need help without depending on an on-site visit.
How we work
We start with an initial onboarding: inventory of equipment, users, critical applications, and key contacts. From there, every incident enters through a single channel and is logged in the ticketing system. We prioritize by impact (single user, department, entire company) and urgency. Response and resolution SLAs are met with public tracking for your management team. Monthly reports reveal patterns (e.g. "25% of tickets are about printer X — replacing it costs less than continuing to service it").
Frequently Asked Questions
What's the difference between tier 1, 2, and 3 support?
Tier 1 handles routine incidents (password resets, basic usage issues, simple installations). Tier 2 diagnoses more complex technical problems (application failures, network configurations, performance issues). Tier 3 are specialists for critical incidents (security incidents, infrastructure failures, architecture). Each tier resolves what it can and escalates to the next when needed.
How is it billed — per ticket, hourly, or fixed monthly?
We offer all three models. Fixed monthly billing provides predictability (ideal for companies with steady volume). An hours bundle works well if volume is variable (you buy a block of hours consumed as needed). Per ticket is useful for occasional incidents. We recommend one based on your usage pattern in the initial proposal.
Do you respond outside business hours?
By default, extended business hours (Monday to Friday, 8:00 AM to 5:00 PM GMT-6). For plans with 24/7 on-call coverage, critical incidents are handled any day and time. We define with you what counts as critical (service down, security breach, inability to operate) so there's no ambiguity when an incident happens.