IT HELP DESK SERVICES · CHICAGOLAND
Unlimited support by phone, email or chat, response times written into a published SLA, and an on-call engineer for emergencies from 7 AM to 11 PM Central. No ticket cap and no meter running.
IS THIS YOU?
These are the reasons companies tell us they started looking for a new help desk.
A request goes in and nothing comes back for a day. Nobody knows who has it, and the same problem returns next week.
Every call feels like it costs money, so people live with the slow laptop and the broken printer. The problems they stop reporting are the early ones.
The office manager or the most technical employee has become the help desk, on top of a full-time job.
The laptop is not ready, the accounts are missing, and a new employee spends the first morning watching someone else set things up.
WHAT IS INCLUDED
Remote support is unlimited on every Managed IT plan, and an engineer comes on-site anywhere in Chicagoland when a problem needs hands. No per-ticket charges, no setup fee for each new hire.
No ticket cap, so your team asks early instead of living with a problem.
Ready on day one and shut off on the last day, at no extra charge.
Same service levels and the same protection on every platform.
Email, files, calendars and user accounts handled for you.
Staff do not run as administrators, so installs come to us and get checked first.
Printers, internet providers and software vendors. You call us, we call them.
RESPONSE TIMES
Priority is set by what the problem stops, not by the size of your account. Over the last 12 months, 96% of tickets were responded to within these targets.
| Priority | Response, business hours | Response, after hours | Resolution target |
|---|---|---|---|
| P1 CriticalWhole company down, work stopped | 30 minutes | 1 hour | 4 hours |
| P2 HighA team or a key system affected | 1 hour | 2 hours | 8 hours |
| P3 MediumOne person affected, work slowed | 2 hours | Next business day | 1 to 2 business days |
| P4 LowOne person, with a workaround | Next business day | Next business day | 3 to 5 business days |
Response times are commitments. Resolution targets are objectives, because a fix can depend on a vendor we do not control. The full terms are in our Service Level Agreement.
Business hours are Monday through Friday, 8:30 AM to 5:00 PM Central. An on-call engineer covers P1 and P2 emergencies from 7:00 AM to 11:00 PM Central, every day, at no extra charge.
Security monitoring and managed detection and response run 24 hours a day, every day, with a security operations center behind them. Something detected at 2 AM is acted on at 2 AM.
HOW IT WORKS
A company your size with one named engineer is one vacation away from having no support. Here is how we avoid that.
A service coordinator sorts and assigns each request, so nothing sits waiting for someone to notice it.
Your environment is documented, so whoever picks up the ticket already knows your systems.
An account manager owns the relationship, a service manager owns ticket flow, and our CTO is next in line.
Regular reports show ticket volume, categories and response performance measured against the SLA.
GETTING STARTED
Nothing gets quoted off a guess. You can stop after any step, and what we find is yours to keep.
15-minute call
What support looks like today, what keeps breaking, and whether we are a fit.
Assessment
An engineer reviews your computers, accounts, network and backups, remotely or on-site.
Findings presentation
What we found, ranked by risk, with a 30/60/90-day plan.
Proposal
A plan and a price based on what we actually saw.
Keep your IT person and use our help desk for overflow or first-line support, so they stop being the only phone number.
We run all of it: help desk, 24/7 monitoring, cybersecurity and backups, with three plans from $130 per user per month.
DON'T TAKE OUR WORD FOR IT
Two offices and a hybrid team across Chicagoland, and clients who stay.
Real reviews from the Chicagoland practices and businesses we support.
Rated by our clients on their support tickets.
FROM THE BLOG
FAQ
Yes, for covered services. There is no ticket cap, no per-incident charge and no meter running while your staff decide whether a problem is worth reporting. Capped plans train people not to call, and the problems they stop reporting are the early ones.
By phone, email or chat. Every request becomes a tracked ticket with its full history, and authorized contacts can see status and history in the client portal at any time.
Business hours are Monday through Friday, 8:30 AM to 5:00 PM Central. An on-call engineer covers P1 and P2 emergencies from 7:00 AM to 11:00 PM Central at no extra charge. Between 11 PM and 7 AM the help desk is offline, while security monitoring runs around the clock.
No, and we say so. Our help desk covers 7:00 AM to 11:00 PM Central for emergencies. What runs 24/7 is security: monitoring and managed detection and response with a security operations center behind them.
Response times are in our published Service Level Agreement: 30 minutes for a P1 during business hours, 1 hour for P2, 2 hours for P3 and the next business day for P4. Over the last 12 months, 96% of tickets were responded to within those targets.
Yes. Most requests are solved remotely, and when a problem needs hands, an engineer comes on-site anywhere in Chicagoland. How many on-site visits are included depends on your plan, and extra visits are billed at a published hourly rate.
No. A service coordinator triages every ticket to our engineering team, and your environment is documented so whoever picks it up knows your setup. You do get a named account manager and a service manager to escalate to.
Fully, with the same service levels, response times and security as Windows, including Mac-first offices.
No. New hires and departures are part of the monthly service, with no charge per onboarding or offboarding. We ask for two business days' notice for a new hire, and offboarding can happen the same day.
A short call about how support works today and what keeps breaking. If we are a fit, the next step is an assessment, not a sales pitch.
Tell us a little about your business and we will get you booked in.
