Helpdesk Pro Plus+

• Designated phone number for inbound phone support
• Inbound chat support for instant assistance
• Ticket escalation for urgent issues
• Contact third-party vendors to resolve device problems
• Workstation workflows to streamline resolution
• Branded helpdesk portal tailored to your business
• Dedicated account manager at your service
• Comprehensive documentation and resources
• 24/7 support through our service desk portal
• Pro remote management and monitoring
• Antivirus protection
• Windows & Apple desktop issue resolution
• Hardware driver installation
• Troubleshooting desktop performance issues
• Software installation
• Automated patch management
• Support for cloud applications and web browsers
• Microsoft Office and major third-party app support
• Thin client infrastructure (VDI) assistance
• Printer and peripheral device connectivity support
• Credential management and support
• Virus and malware removal/containment
• Smartphone and tablet email configuration

Includes:

• Designated phone number for inbound phone support:
  Direct access to our helpdesk through a dedicated phone number for immediate assistance.
• Inbound chat support for instant assistance:
  Quickly resolve issues by chatting with our support team in real time.
• Ticket escalation for urgent issues:
  Critical issues are prioritized and escalated to ensure fast resolution.
• Contact third-party vendors to resolve device problems:
  We liaise with external vendors to troubleshoot and resolve issues with supported devices on your behalf.
• Workstation workflows to streamline resolution:
  Efficient workflows are in place to manage, troubleshoot, and resolve workstation-related problems.
• Branded helpdesk portal tailored to your business:
  Access support through a helpdesk portal branded specifically for your company.
• Dedicated account manager at your service:
  A single point of contact to ensure your business gets the tailored support it needs.
• Comprehensive documentation and resources:
  Access to onboarding guides, troubleshooting documentation, and FAQs.
• 24/7 support through our service desk portal:
  Submit and manage tickets at any time through our service desk platform.
• Pro remote management and monitoring:
  Continuous remote monitoring and management of your workstations and network for proactive issue resolution.
• Antivirus protection:
  Comprehensive antivirus protection with Webroot, SentinelOne, or Bitdefender to keep systems secure.
• Windows & Apple desktop issue resolution:
  Support for common issues with both Microsoft and Apple desktop operating systems.
• Hardware driver installation:
  Installation of necessary drivers to ensure your hardware operates effectively.
• Troubleshooting desktop performance issues:
  Diagnosing and resolving problems that affect the performance of desktop machines.
• Software installation:
  Installation of essential business software and applications.
• Automated patch management:
  Automatic deployment of patches and updates to keep systems secure and up to date.
• Support for cloud applications and web browsers:
  Assistance with cloud-based applications and browser issues.
• Microsoft Office and major third-party app support:
  Full support for Microsoft Office suite and commonly used third-party business applications.
• Thin client infrastructure (VDI) assistance:
  Support for virtual desktop infrastructure (VDI) and thin client systems.
• Printer and peripheral device connectivity support:
  Troubleshooting and setup for printers and other peripherals.
• Credential management and support:
  Help with setting up, managing, and troubleshooting user credentials and logins.
• Virus and malware removal/containment:
  Identification and removal of viruses, malware, and other threats.
• Smartphone and tablet email configuration:
  Setup and configuration of business email accounts on smartphones and tablets.

Exclusions:

• Server support:
  Troubleshooting and management of servers are outside the scope of Helpdesk Pro Plus+.
• Onsite services:
  Onsite support is not included. All services are delivered remotely.
• Project services:
  Large-scale projects such as infrastructure upgrades, deployments, or migrations are not covered under Helpdesk Pro Plus+.
• NOC support:
  Network Operations Center (NOC) services are outside the scope of this package.
• Non-standard device support:
  Devices not supported by our RMM platform or outside the service agreement will not be included in regular support.

Conditions:

• Minimum device count:
  Each supported device will incur a minimum support charge. To be considered supported, the workstation must have the RMM client installed.
• Workstation setup fee:
  A one-time setup fee of 2 hours applies for each new or replacement workstation added to the support plan. These will auto-renew for support in the next billing cycle.
• Setup of new or replacement devices:
  Any new or replacement workstations and devices are considered additional hours and will be billed outside of the monthly support package.
• Minimum device requirement:
  A minimum of 10 devices is required to qualify for Helpdesk Pro Plus+ support, ensuring adequate service provision for your business.

Q: How does Helpdesk Pro Plus+ work?
A: Helpdesk Pro Plus+ offers unlimited support based on the user + workstation combo. Just ensure each onboarded user has a dedicated workstation with the RMM client installed, and you can get unlimited assistance for any technical issues.

Q: How do I contact support?
A: You can reach our support team through a designated phone number for immediate assistance or use the inbound chat feature on the helpdesk portal for quick responses.

Q: What types of support are included?
A: Helpdesk Pro Plus+ covers troubleshooting for Windows and Apple desktops, antivirus protection, software installations, printer connectivity, remote monitoring, and much more—all at no extra charge as long as they fall under the user/workstation combination.

Q: Are there any limitations to the support?
A: Yes, server support and onsite assistance are not included in this package. Additionally, large-scale projects and non-standard device support are outside the scope of Helpdesk Pro Plus+.

Q: How are new workstations or devices handled?
A: When you add a new workstation or device, a one-time setup fee of 2 hours will apply, which will be billed in the next billing cycle. Each workstation must have the RMM client installed to qualify for unlimited support.

Q: How many devices can I have under this plan?
A: Helpdesk Pro Plus+ requires a minimum of 10 devices for support. Each additional device will count toward this minimum, and all devices must have the necessary RMM client installed for effective support.

Q: What if I have more questions?
A: If you have more questions or need assistance, just contact your dedicated account manager or reach out through our helpdesk portal.