Help Desk

How it works

When something stops working, you call one number and talk to a technician, not a phone tree. If they can fix it on the call, they do. If it needs more time, you get a ticket number and a time when you will hear back.

We sort every request by how much it is hurting your business, using the priority levels in our sample service agreement. A whole office offline jumps the queue. A new mouse does not.

Every closed ticket ends with a short note: what broke, what we did, and whether it might happen again. Office managers tell us that note is the first thing they read in the morning.

What's included

• Phone, email and portal support, 7:30 a.m. to 6:00 p.m. CT on weekdays
• Remote fixes over a secure screen share, only with your OK
• Onsite visits in the Winnipeg area when remote will not do
• Password resets, new accounts, printer and Wi-Fi problems, app issues
• Help with the software your business runs on, alongside the vendor
• Monthly report on response times against our targets, misses included

Your first month

1. 01

   Day 1

   Your team gets the help desk number, email and a one-page how-to

2. 02

   Week 1

   We meet the people who call most and learn your key software

3. 03

   Week 2 on

   Tickets flow; repeat problems get flagged for a root-cause fix

4. 04

   Day 30

   First response-time report, compared against the targets

Response targets

From our sample service agreement. Your real agreement has the same table, and your monthly report shows how we did against it.

Sample response targets by priority

Priority	What it looks like	Response target	Updates
P1 Critical	The whole office, or a key system, is down	15 minutes	Every 30 minutes until fixed
P2 High	A team or one important system is struggling	1 business hour	Every 2 hours
P3 Normal	One person is stuck or something is broken	4 business hours	When status changes
P4 Request	New user, access change or a how-to question	Next business day	When done

These are targets from our sample service agreement, not guarantees. Response means a technician is working on it, not an auto-reply. Every month you get a report of how we did, misses included. Business hours are 7:30 a.m. to 6:00 p.m. CT on weekdays; after-hours critical response is part of Managed Plus.

A sample ticket, start to finish

#PS-48213 P3 Normal Resolved in 39 min

Second-floor printer won't scan to email

1. Submitted 9:02 a.m.
2. Assigned 9:06 a.m.
3. In progress 9:18 a.m.
4. Resolved 9:41 a.m.

• 9:02 a.m. Submitted. Email from Jordan at the front desk
• 9:06 a.m. Assigned. Picked up by Marcus on the help desk
• 9:18 a.m. In progress. Remote session; found an old password saved in the scanner
• 9:41 a.m. Resolved. Test scan received; Jordan confirmed

Questions

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