Help desk & device management
The help desk is staffed by engineers, not a call tree. Tickets arrive by email, portal or phone, get a person within the response times on the how it works page, and close with a note you can read. Every laptop and desktop is enrolled in device management, so patching, encryption, software deployment and offboarding happen from the console instead of a visit. Onsite visits in the five boroughs are included on Complete and booked by the half day on other plans.
What is included
- Unlimited remote support, Monday to Friday 7 a.m. to 7 p.m. Eastern; 24×7 for priority-one issues
- Device management (Intune) for Windows and Mac: enrollment, encryption, patching, software deployment
- Patching of operating systems and third-party applications on a published window, with a compliance report
- User onboarding and offboarding within one business day, with a checklist you approve
- Asset inventory and warranty tracking; procurement at our cost plus 8%
- Vendor management: ISP, printers, phones and line-of-business applications, so you make one call
- Onsite visits: two a month included on Complete; $225 per visit otherwise
- Monthly service report and a quarterly business review with a 12-month roadmap and budget
Questions about help desk & device management
Do you support Macs?
Yes. Windows and macOS are first-class; iPhones and iPads are managed through the same console. Linux servers are supported on the server add-on.
Is onsite support included?
Complete includes two onsite visits a month in the five boroughs. Core and Secure book visits at $225 each or $650 for a half day. Most issues are resolved remotely the same day.
Who answers the ticket?
An engineer under contract to Verifior, working from our runbooks and your documentation, with the principal escalated on anything that touches security or a major change.
Other services
Get the number in writing.
People, devices, servers and sites. The quote names the plan, any projects and the total.