Human
Intelligence.
White-labeled Tier 1 and Tier 2 support delivered with a domestic touch. Our HD Premier model ensures your team speaks with North American engineers for every voice interaction, backed by global technical redundancy.
OS & Application Triage
We provide comprehensive support for modern production operating systems and the essential business suites your team relies on.
- OS Ecosystems: Support for all current Microsoft Windows versions and the three most recent Apple macOS releases.
- Microsoft 365: Deep support for the current Office Suite, Outlook, Teams, and OneDrive synchronization.
- Communication: Triage for Google Workspace, Mac Mail, and Windows Mail applications.
- Browsers: Support for all Chromium-based platforms, Microsoft Edge, Firefox, and Safari.
- Security: Virus and malware removal from individual workstations using integrated defense tools.
Virtual Desktop & Cloud
Specialized support for high-growth startups utilizing distributed cloud infrastructure and virtualized environments.
- Azure Virtual Machines: Full desktop agent support including portal-level resets and restarts.
- AWS Workspaces: Integrated management and troubleshooting of Amazon virtual machine instances.
- Thin Client / RDS: Remote control support for RDS/TS sessions and Citrix Workspace reinstallation.
- Connectivity: Isolation and troubleshooting of VPN issues and home-office network bottlenecks.
- BaaS Integration: Assistance with file and folder restoration using integrated cloud backup solutions.
Domestic Voice.
Our **HD Premier** service level is built on the principle of clear, high-fidelity communication. All telephone interactions are routed directly to our North America-based delivery team. This ensures your end-users receive domestic support during their most critical technical moments.
To maintain 24/7/365 availability, we utilize global resources from North America, Europe, and the Philippines for non-voice interactions and backend ticket processing. While chat and email may be routed globally to ensure a 60-second response time, the "Voice of the Company" remains firmly rooted in our domestic hubs.
Support Boundaries.
Included T1 & T2 Scope
- Printing, Email, and Application Crash Troubleshooting
- File/Folder Permission Changes and Administrative Actions
- Password Resets and Domain Account Unlocking
- Standard Software Installation (with provided licensing)
- Mobile Device Email/Contact/Calendar Synchronization
- Network Issue Isolation and Basic Power-Cycle Direction
Out-of-Scope (Project Assistance)
- Hardware Repairs (Hard Disk, Memory, Power Supply)
- Physical On-site Support or Infrastructure Cabling
- Network Gear Configuration (Firewalls/Switches)
- End-User "How-To" Training (e.g., PowerPoint lessons)
- Financial Transactions or License Procurement
- Mass Deployment (>5 Endpoints per day/site)