supportIT · Included in Complete, Co-Managed and Remote

Unstuck in minutes. Not days.

Unlimited help desk support, 24 hours a day on every plan. A service desk technician answers and starts troubleshooting, rather than only creating a ticket for a later callback. Onsite visits are included on Complete.

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One number for sales and support: 844-625-5925

ILLUSTRATIVE SUPPORT SCENARIO · 24/7 HELP DESK

11:41 PM

Our payroll software won't open and I need to run payroll ASAP

11:42 PM · service desk technician

I see what the error is and I just cleared it. Go ahead and run payroll again

You're a lifesaver.

TICKET RESOLVED✓

A service desk technician answers, day or night. They start troubleshooting instead of just taking a message for a later callback.

100%

Satisfaction guaranteed, in writing

72h

From signed agreement to fully onboarded

24h

Every backup screenshot-verified, daily

24/7

Help desk, included on every plan

What's included

Everything "unlimited support" should mean.

No per-ticket fees, no hourly clock running, no "that's a project" surprises for everyday work. If your team is stuck, we get them moving. That's the whole scope.

✓

Unlimited remote helpdesk, 24/7

Phone, email, or portal, around the clock. A service desk technician responds and starts troubleshooting, rather than only recording the issue.

✓

Onsite visits on Complete

When hands are needed on hardware, we drive. Included in the Complete plan, not billed as an event.

✓

Technicians who troubleshoot

The person who answers works the problem. You do not call one person just to wait for someone else to call back.

✓

Nights, weekends & holidays

Servers don't respect business hours. Neither does the help desk. A service desk technician answers at 2 AM as well as 2 PM, included on every plan.

✓

New hire & departure handling

Accounts, devices, and access set up before day one and shut off the hour someone leaves.

✓

Vendor wrangling

Your internet provider, phone vendor, and software companies, we call them so you don't sit on hold.

supportIT commitments

What you can hold us to.

Five things we do on every account, written down so you can check them.

✓ A service desk technician answers and starts troubleshooting.

✓ The service desk does more than create a ticket for a later callback.

✓ Unlimited means unlimited: no time-on-ticket billing for everyday support.

✓ Your full ticket history is in your portal, any time.

✓ No after-hours rates. 24/7 is included on every plan.

Pricing

supportIT. is in every plan.

Unlimited 24/7 support is included in Complete, Remote and Co-Managed at our published flat rate: onsite on Complete, and an escalation team for your internal IT on Co-Managed. No support tiers, no ticket packs, no per-incident fees.

REMOTE Co-Managed $120/user ✓ Complete $225/user REMOTE Remote $180/user

Co-Managed 24/7 escalation team for your internal IT · Unlimited remote helpdesk for your users, 24/7 (nights, weekends & holidays included) · Shared ticketing + device portal access
Complete Unlimited remote helpdesk for your users, 24/7 (nights, weekends & holidays included) · Unlimited onsite support · Shared ticketing + device portal access
Remote Unlimited remote helpdesk for your users, 24/7 (nights, weekends & holidays included) · Shared ticketing + device portal access

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People share your computers? supportIT covers warehouse floors, labs and shared workstations too — under wedoIT Ops., priced per environment, not per device. Complete for your people. Ops for your shared technology. See how Ops works →

supportIT. asked and answered.

What does "unlimited helpdesk" actually cover?

Unlimited time on tickets within the managed service scope — user issues, account changes, application troubleshooting, M365/Workspace administration, device replacement assistance. Out of scope: project work (server migrations, office moves, custom integrations), which is quoted separately and approved in writing first.

How fast does someone respond?

A service desk technician picks up and starts troubleshooting. The call is not just intake for a ticket followed by a wait for someone else to call back.

What are your support hours?

The help desk is staffed by service desk technicians 24/7 — nights, weekends, holidays — on every plan. It is not an answering service: the person who answers starts troubleshooting.

Can I see the ticket queue?

Yes. Every client has a portal login showing their full ticket history, currently open tickets, and time spent per ticket. Read access is permanent. We've found that visibility prevents the "what are we even paying for" conversation that kills MSP relationships.

Does on-site support count against any cap?

For Complete clients, on-site support is unlimited within the managed service scope. On Co-Managed and Remote, onsite visits are billed per visit and quoted before the visit. The Complete tier is essentially "no surprises on the bill" coverage.

Who picks up the phone?

A service desk technician. They can troubleshoot and resolve IT problems; their job is not simply to create a ticket and tell you to wait for a callback.

What happens if the first technician can't finish it?

If the problem needs a specialist or a vendor, it is escalated with the issue and troubleshooting context already documented. You do not have to start the explanation over from the beginning.

The help desk answers. Day or night.

A service desk technician answers 844-625-5925, day or night.

And it's guaranteed: if there is ever anything you are not completely happy with, we will do whatever it takes to make it right.

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