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You send a message. Somebody fixes it while you watch.

That is the entire support process. No ticket portal to learn, no phone tree, no engineer assigned to your account who is on holiday the week you need them.

One link, not a process

Everything starts in the same place, whether it is a forgotten password or a laptop that will not boot.

You message us

Chat on your computer or your phone. Describe it however it comes out; we would rather have a rambling message than a well-formed ticket.

We read it properly

A technician reads the whole thing before replying, and asks for a screenshot rather than putting you on a call to describe what is on your screen.

We take the screen

With your permission, and only for as long as it takes. You watch the cursor move and you can end the session whenever you like.

When it is more serious than that

Four rungs. Two are included, two are bought, and you decide which. The paid rungs exist so the monthly price does not have to carry the cost of everybody's worst day.

  1. 1

    Chat

    Included

    You message us. We read the whole thing before replying, and we ask for a screenshot rather than a phone call.

    Who
    Support technician
    When
    First reply the same business day
  2. 2

    Remote session

    Included

    We take control of the screen with your permission and fix it while you watch. You can end the session at any point.

    Who
    Support technician
    When
    Usually the same conversation
  3. 3

    Priority Escalation

    For the day something is genuinely stopping work. Bought per incident, nothing monthly, and you decide when it is worth it.

    Who
    Senior engineer
    When
    On it within one hour
  4. 4

    On-site visit

    Someone drives out. Rare by design, because avoiding the truck roll is what makes the monthly price work.

    Who
    Field engineer
    When
    Scheduled, not same day

Priority Escalation is the one most people misread, so plainly: it is not a fee for us doing our job. It buys a different person, a senior engineer, dropping what they are on. Most months nobody uses it.

The hours, without the small print

Stated here rather than in a service schedule you sign and never read.

Mon

9:00amto 6:00pm

Tue

9:00amto 6:00pm

Wed

9:00amto 6:00pm

Thu

9:00amto 6:00pm

Fri

9:00amto 6:00pm

Sat

Closed

Sun

Closed

All times ET. Chat is the only channel, and nobody is on call outside the shaded hours. If that is a problem, this is the wrong product and we would rather you knew now.

What happens to a Saturday message

It sits in the queue and gets picked up Monday morning, near the front. Nothing is lost, but nobody is woken up, and we will not pretend otherwise by sending an automated reply that implies somebody is looking.

What the response promise actually is

A first reply from a human the same business day, and in practice much faster. Not a fix the same day, because some things need parts, vendors, or your password. We will always tell you which of those we are waiting on.

Getting set up

No discovery phase, no scoping engagement. An afternoon for a small office.

  1. 1

    We call you

    Same day where we can. We confirm the headcount, ask what breaks most often, and tell you plainly if you need something we do not sell.

  2. 2

    You install one agent

    A single install on each machine, which is what lets us see the device and take a session. Ten minutes for a small office.

  3. 3

    We take over the accounts

    Delegated admin on Microsoft 365 or Google Workspace, so password resets and new starters stop being your problem.

  4. 4

    You get one chat link

    Bookmark it, pin it in Teams, put it on the fridge. That link is the whole support process.

See what your office costs

Three questions, priced as you answer them.

Get a price