24x7 Helpdesk & Support
A helpdesk that never sleeps — open a ticket your way, get a human on it now.
Our 24x7 L1/L2 helpdesk operates follow-the-sun across global shifts. You get SLA-backed response times, no after-hours gaps, and four ways to open a ticket — whichever is fastest for your team.
Tickets don't wait for business hours — neither does your team.
Logistics dispatchers, brokers clearing border shipments, clinicians on evening shift, and field crews on the jobsite all need help when systems break — not the next morning. A 9-to-5 helpdesk leaves nights, weekends, and holidays uncovered, and a single ticket channel forces users to chase IT instead of doing their job.
We solve both. Our helpdesk runs 24x7x365 with real technicians on every shift, and we meet your users where they already work — phone, SMS, Microsoft Teams, or the portal.
Multi-channel intake
Four ways to open a ticket. One team behind every one.
Every channel lands in the same ticketing system, gets the same SLA clock, and is owned by the same engineer until it's resolved.
Phone
Call (210) 384-1677 any time, day or night. A live technician answers — no phone tree gauntlet, no voicemail.
SMS
Text the helpdesk from your phone. Fast, frictionless, and ideal for users in the field or on the move.
Microsoft Teams app
Our native Teams app lets users open and track tickets without leaving the tool they already live in all day.
Customer portal
Submit, watch progress, and view ticket history in the portal — perfect for office managers and admins.
What's included
A full L1/L2 helpdesk wrapped around your business.
SLA-backed response
Priority-based SLAs with measurable first-response and resolution targets — reported back to you every month.
Follow-the-sun coverage
Technicians across global shifts mean nights, weekends, and holidays are real shifts — not on-call rotations.
L1 + L2 in one team
Tier-1 triage and Tier-2 escalation under one roof. Fewer hand-offs, faster resolution, no finger-pointing.
Dedicated to your tenant
Engineers know your environment, users, and recurring issues — not a faceless call center reading from scripts.
Security-aware support
Identity verification on every call, MFA-respecting workflows, and tight integration with our SOC for security tickets.
Transparent reporting
Monthly ticket volume, SLA performance, and top issue trends — so you see exactly what your helpdesk delivered.
How it works
Open. Triage. Resolve.
Open a ticket your way
Phone, SMS, Teams, or portal — every channel creates a tracked ticket with the same SLA clock and full audit trail.
Triage in minutes
A live L1 engineer verifies identity, captures the issue, and either resolves on first contact or escalates to L2 with full context.
Resolve and document
Fix the root cause, document the resolution, and feed recurring issues into proactive remediation — so the same ticket doesn't come back.
Talk to a real engineer
Ready to make IT a competitive advantage?
Free 30-minute discovery call. No pitch deck, no pressure — just a clear picture of where your stack stands and what's worth fixing first.