Service Request Descriptions
Our IT support is categorized into different levels based on the complexity of the issues being addressed and the skills required to resolve them.
Level 1 support: Our cutting edge tools allow us to support and administer our clients systems in the background. This eliminates the need for remote intervention into the user's PC or onsite assistance.
Common requests that fall under this category include:
- Password resets
- Software deployment
- Microsoft Office 365 configuration or setup
- Phone system configuration or setup
- Data backup and recovery
- Quick Virus or malware removal.
- User account changes
- Software updates for managed devices
Level 2 support: This level of IT support is required to assist with desktop technical issues and involves providing assistance to users remotely, using remote desktop tools.
Common requests that fall under this category include:
- Computer setup and configuration
- Printer/Scanner installation
- Network troubleshooting
- Troubleshooting hardware issues
- 3rd party software installation or updates
- Data migration
- Connecting desktops to cloud based applications
Level 3 support: Level 3 support is required when our technicians are required to come to your site to assist with complex technical issues or setups.
Common requests that fall under this category include:
- Site-wide internet outages
- Site-wide phone system outages
- Advanced software configuration issues
- Security incidents or breaches
- Hardware failures and replacements
- Advanced troubleshooting of system issues
- Projects that require onsite assistance
Our service rates for IT Support are as follows
Service | Business One Rate | Standard Rate | Minimum Duration |
L1 IT Support | $0/hr | $120/hr | 0 mins |
L2 IT Support | $120/hr | $150/hr | 15 mins |
L3 IT Support | $150/hr | $180/hr | 60 mins |
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