• Branded helpdesk portal tailored to your business:
Your organization receives a customized helpdesk portal with your branding, making it easier for your employees to log issues and track ticket status under a familiar, professional interface.
• Dedicated account manager at your service:
You will have a single point of contact for all helpdesk-related matters. Your dedicated account manager ensures personalized service, prompt communication, and quicker problem resolution.
• Comprehensive documentation and onboarding resources:
Our onboarding process includes detailed documentation to help you and your team get started. We provide all the tools and guidance necessary to make the transition seamless.
• 24/7 support through our service desk portal:
Get round-the-clock access to our support team via the service desk portal. Submit tickets for any technical issues at any time, ensuring your business keeps running no matter when problems arise.
• Pro remote management and monitoring:
Our technicians remotely manage and monitor your systems to catch issues before they escalate, ensuring your infrastructure remains secure and operational at all times.
• Antivirus protection (Webroot, SentinelOne, or Bitdefender):
We provide robust antivirus solutions from industry leaders like Webroot, SentinelOne, and Bitdefender to protect your systems from malware, viruses, and other threats.
• Windows & Apple desktop issue resolution:
Our team supports both Microsoft Windows and Apple macOS platforms, troubleshooting a wide range of desktop issues to keep your devices running smoothly.
• Hardware driver installation:
Whether it's new hardware or updates, we ensure the proper installation and configuration of hardware drivers to maintain compatibility and performance.
• Troubleshooting desktop performance issues:
We resolve slowdowns, application crashes, and other desktop performance issues to keep your systems efficient and your employees productive.
• Software installation:
Our team handles the installation and configuration of your software, ensuring everything works as intended from day one.
• Automated patch management:
We automatically apply security patches and updates to your systems, reducing vulnerabilities and keeping your devices up to date.
• Support for cloud applications and web browsers:
Our team can assist with troubleshooting issues in cloud-based applications like Office 365, Google Workspace, and popular web browsers, ensuring seamless access to your online tools.
• Microsoft Office and major third-party app support:
We provide support for Microsoft Office applications and other commonly used third-party software, addressing technical issues to keep your workflows uninterrupted.
• Thin client and virtual desktop infrastructure (VDI) assistance:
We troubleshoot and resolve issues related to thin clients and VDI setups, ensuring your virtual workspaces are accessible and performing at optimal levels.
• Printer and peripheral device connectivity support:
We resolve connectivity issues with printers, scanners, and other peripheral devices to ensure they work seamlessly with your systems.
• Credential management and support:
Whether it’s managing passwords or helping with credential resets, we ensure that your team can securely access the systems and applications they need.
• Virus and malware removal/containment:
Our team is trained to quickly contain and remove viruses, malware, and other malicious software, ensuring minimal disruption and securing your systems.
• Smartphone and tablet email configuration:
We assist in configuring email accounts on smartphones and tablets, ensuring seamless access to business communications on the go.
Exclusions (Out of Scope):
- Server support:
Support for server hardware and configurations is not included in this plan. - Inbound phone support:
We do not provide inbound phone support with Helpdesk Pro. Tickets must be logged through the portal although you may call IT dispatch to request an escalation. - Inbound chat support:
Real-time chat support is also not included with this plan. Communication is conducted via the portal ticketing system. - Onsite support:
All support is delivered remotely. Onsite services are not included. - Project services:
Large-scale IT projects, such as migrations, upgrades, and custom configurations, fall outside the scope of Helpdesk Pro. For these services, we offer separate project-based contracts. - NOC support:
Network Operations Center (NOC) services, including network monitoring and management, are excluded from this plan.
Conditions:
- Minimum Ticket Time:
Every ticket submitted will incur a minimum charge of 0.5 hours, regardless of the complexity or time spent resolving the issue. - Incident Separation:
Combining multiple issues into a single ticket is not allowed. Each distinct problem must be logged as a separate ticket to ensure proper billing and prioritization. - Monthly Minimum Hours:
Clients are required to purchase a minimum of 10 support hours each month. This ensures we can allocate resources effectively and meet your business’s ongoing needs. - No Refunds for Unused Hours:
Unused hours cannot be rolled over to the next month or refunded. All hours must be utilized within the monthly billing period. - Workstation Support Requirement:
Each supported workstation will be counted as 1 hour of support per month. To be considered a supported device, the workstation must have the Remote Monitoring and Management (RMM) client installed, enabling remote assistance. - Workstation Setup Fee:
A one-time setup fee of 2 hours will apply for each new or replacement workstation added. These devices will automatically renew for support in the next billing cycle. - Setup of New or Replacement Devices:
The configuration and setup of any new or replacement workstations or devices will be billed as additional hours, outside of the regular support hours.
