Tech Helpdesk

Read more
Tech Helpdesk

🛡️ Your Dedicated Tech Helpdesk

Security is nothing without reliable support. Our Tech Helpdesk ensures you always have an affordable solution for out-of-scope needs, whether it’s fixing your email, troubleshooting software, or managing a project.

1. In-Scope: Security Resolution & Timeliness

Our primary focus is the swift resolution of cybersecurity issues. We are dedicated to upholding the specific service agreements (SLAs) defined in your Client Agreement, ensuring that when you face a threat, you get timely, expert assistance without delay.

2. Out-of-Scope: Complete Technical Safety Net

While your subscription focuses on security, we understand that other technical issues arise. For requests that fall outside our defined security scope, we still have you covered.

Our Helpdesk offers specialized Out-of-Scope Services at a transparent, affordable hourly rate, ensuring you always have a trusted path to resolution for any technical problem.

3. Our Helpdesk Process: Your Trusted Partner

Immediate Identification

When your request is submitted, our Helpdesk Agent will immediately assess if outside the scope of support.

Clear Communication

We will promptly inform you that the request is out-of-scope, clearly explaining why and what the estimated next steps are.

Quoting/Authorization

We will provide an upfront, transparent quote for the time and specialized resources required to resolve the issue. We will never proceed with out-of-scope work without your explicit authorization.

Resolution

Once authorized, the task is escalated to the appropriate specialist to find the solution or accomplish the goal. When the ticket is successfully closed, the billable time is charged to the Client Account.

4. Out-of-Scope Examples: We Do It All

System Access & Support

Password resets for logins not stored in the Keeper application.

Email Client Support

Configuration, troubleshooting sending/receiving issues, or resolving synchronization problems in Outlook/other email clients.

Cloud/Admin Updates

Performing Admin functions (e.g., adding users, managing licenses) in platforms like Google Workspace, Microsoft 365, or other systems.

Software Troubleshooting

Resolving crashes, unexpected errors, or performance issues within standard business software (non-security related).

Operating System Errors

Addressing slow performance, system freezes, file access issues, or routine O/S updates (non-security related).

Domain Hosting & DNS Updates

Management, updates, or troubleshooting of domain hosting accounts and DNS records. (Out-of-Scope)

Local Network Access

Troubleshooting connection issues to shared drives, network printers, or internal file resources.

Hardware & Peripherals

Printer setup/errors, troubleshooting issues with monitors, docking stations, webcams, and basic hardware diagnostics (e.g., faulty RAM/Hard Drive).

4. Project Management Services: Structured Success

Your business sometimes needs more than a quick helpdesk fix—it needs a dedicated, managed project. For complex installations, major migrations, or large-scale deployments that require planning, coordination, and guaranteed outcomes, we shift from support to a structured project model.

Our Project Management Services ensure your strategic initiatives are completed on time, within budget, and with minimal disruption.

All projects are quoted under a separate Professional Services Agreement (PSA), ensuring clear deliverables and fixed pricing before work begins.