What's included
- Unlimited remote help desk tickets
- Secure remote access tools
- Software installs and troubleshooting
- Account and password support
- Phone, portal, and email support options
How it works
- Assess: tickets are triaged the moment they come in.
- Onboard: secure remote access is set up for every workstation.
- Stabilize: recurring issues are root-caused, not just reopened repeatedly.
- Optimize: common requests get self-service documentation where appropriate.
- Plan: ticket trends inform your quarterly technology review.
Who it's for
Everyday issues: password resets, software errors, printer problems, slow computers. Hardware failures or new installs usually need on-site support.
Plans
Included in all managed IT plans.
What happens when you open a ticket
You call, email, or use the client portal. A technician acknowledges the request, on average in under 15 minutes during business hours. If it's a quick fix, it's handled on that first contact. If it needs hands on your machine, the technician starts a secure, permission-based remote session you can watch. If it needs a visit, on-site is scheduled without you having to explain the problem twice. Every step is logged in the portal.
Problems we resolve remotely every day
- Password resets and account lockouts
- Email not sending, missing folders, or a mailbox that's full
- Printers and scanners that stopped working after an update
- Slow computers, usually from startup programs, failing drives, or memory
- Software installs and updates for practice management, DMS, and office tools
- VPN and remote access setup for staff working from home
- Microsoft 365, Teams, and OneDrive sync issues
- Suspicious emails, with a quick verdict on whether it's safe to open
How remote access stays secure
Our remote tool requires a technician to authenticate with MFA, requests permission on screen before connecting to an attended machine, logs every session, and can be revoked per device. It's the same tool we audit for our compliance clients.
Fewer tickets over time
The goal isn't a fast help desk. It's a quiet one. Every recurring issue gets root-caused, and ticket trends feed the quarterly review. Clients typically see ticket volume fall significantly in the first six months as the underlying problems get fixed.