Help Desk
A person answers. Tickets by phone, email or the client portal, with response targets you can see.
What is included
- Business-hours support by phone, email and portal
- After-hours on-call on the Premier plan
- Remote fixes, and on-site visits across Baldwin and Mobile counties
- How-to help, not just break-fix
- Ticket history and response times in your portal
- Monthly summary of what came in and how fast it was closed
Our help desk is staffed by the same engineers who build and run your systems, not a script-reading first line. Call, email, or open a ticket in the portal; you will hear back from someone who can actually fix it.
Response targets depend on your service plan and are shown on every ticket. You can see the queue, the history and who is working on what from your portal at any time.
A good fit if
- Your staff lose an hour a week to small computer problems.
- You want after-hours cover without hiring for it.
- You already have an IT lead who needs a second pair of hands.
How it works
- Step 1
Set up
We create your portal accounts and a short card for staff: how to reach us and what to include.
- Step 2
Answer
A person triages every ticket, fixes it or schedules it, and tells the requester what to expect.
- Step 3
Review
Recurring problems become projects or training instead of repeat tickets.
Industries that ask for this most
On a service plan
Use your included hours for this.
Every plan includes hours of work or consulting each month, priority in the queue and InfraGuard monitoring. Most of what this page describes can be done inside those hours or quoted as a fixed project.
Start with an assessment.
A 30-minute call, then a one-page map of where you stand and what we would do first. No obligation.