A real person picks up. Same one every time.
Big help desks bounce you between strangers reading scripts. Ours doesn't. Your team gets one named engineer who knows your firm, plus a small backup team that already knows you too. They actually fix things, on the first call most of the time.
Tired of the help-desk runaround?
Different stranger every time.
You explain the same setup from scratch on every call. Nothing about your firm is remembered.
Tier 1 reads scripts at you.
Five tickets later you finally get someone who can actually act.
Two-week ticket backlog.
Real work waits while you're stuck rebooting Outlook for the third time this month.
After-hours = voicemail.
The CEO can't print boarding passes at 11 p.m. and your provider closed at 5.
What's included.
- 01
Named lead engineer
One person who knows your firm, your apps, and your people. Backed by a small named team.
- 02
Unlimited tickets
Pay-per-ticket is a trap. Flat monthly cost, unlimited support, no metering.
- 03
Multi-channel intake
Phone, email, chat, Microsoft Teams, or a portal. Whichever your team actually uses.
- 04
Remote takeover
Engineer can see your screen and drive when needed. With your permission, on every session.
- 05
On-site dispatch
When remote isn't enough, an engineer comes to you. GTA same-day, North America next-day.
- 06
After-hours on-call
Real engineer with a phone. 15-minute callback for serious stuff, even at 3 a.m.
How fast you hear back.
| Severity | What it means | We respond in | We resolve in |
|---|---|---|---|
| P1 | Whole office can't work. Network or email down. | 15 min | 2 hours |
| P2 | One team blocked or a key app broken. | 1 hour | 8 hours |
| P3 | One person stuck on something workable. | 4 hours | 1 business day |
| P4 | How-do-I questions and tweaks. | 1 business day | 5 business days |
Tools we run on.
What we deliver.
Most tickets resolved without bouncing to a higher tier.
From you reaching out to a real person engaged.
Per-ticket survey, 12-month rolling.
Every client has one named engineer plus a small backup team.
“I called at 7:15 a.m. when our reception couldn't log in to the booking software. The engineer answered on the second ring, fixed it before I'd finished my coffee, and texted me when it was done.”
Who needs this.
- Firms that have outgrown their cousin-with-IT-skills, but aren't ready to hire a full team.
- Anyone whose current support is a phone tree and a 4-hour callback window.
- Multi-location firms where someone needs to walk a remote office through a fix.
- Healthcare, legal, financial firms where downtime equals money lost per minute.
Q01Will I really get the same engineer every time?
Will I really get the same engineer every time?
For most issues, yes. They take vacations. When that happens, your backup team is briefed on your account, so you're not re-explaining who you are.
Q02What if they're stuck and need help?
What if they're stuck and need help?
They escalate inside our team, not to you. The named lead stays on the ticket and keeps you updated.
Q03Is there a per-ticket fee?
Is there a per-ticket fee?
No. Flat monthly. Unlimited tickets. We win when you call less, so we fix the root cause.
Q04Can you handle our weird old software?
Can you handle our weird old software?
Probably. We've supported Accuro, Clio, PCLaw, Sage, Xero, NetDocuments, and dozens more. If it's truly weird, we'll learn it.
Q05Do you support Mac as well as Windows?
Do you support Mac as well as Windows?
Yes — both. About 30% of our clients are Mac-heavy creative or professional services firms.
Meet the engineer who'd be on your account.
30-minute introduction call. We tell you who'd be your named lead, walk you through how the help desk works, and answer anything.