Your team logs a ticket. A senior engineer picks it up — at 3 AM in Singapore, on a Saturday in San Francisco, on Christmas Eve in London. We've never used voicemail. We don't use chatbots. We use people who actually know your environment.
30 minutes. No pressure. Yours to keep.
"Our last help desk used a script and a stopwatch."
The gap: Tier-1 reading from a knowledge base. Three escalations before the actual fix. Tickets reopened weeks later.
What we do: No tier-1. Every engineer who picks up has 8+ years of experience and full access to your environment, runbooks, and escalation paths from second one.
"After hours? Forget it."
The gap: Calls go to an outsourced answering service. They take a message. Someone calls back tomorrow.
What we do: Real follow-the-sun coverage from in-house staff in San Francisco, Dublin, and Singapore. Your incidents always land in someone's working hours.
"Tickets vanish into a black hole."
The gap: No SLA. No accountability. No way to tell if the request was lost or just ignored.
What we do: Published SLAs. Real-time dashboard. Financial credits when we miss. Avg credit issued in 2025: $0.
We build a tailored scope against your environment. Here's the full menu — pick what fits, drop what doesn't.
Slack, Teams, email, phone, walk-up, on-prem badge office. Wherever your team prefers, we're there.
Average engineer tenure 8+ years. No tier-1, no scripts, no offshoring to subcontractors.
San Francisco, Dublin, Singapore — your work is always someone's morning. Same team, same playbook, full handoff between regions.
English, Spanish, French, German, Japanese, Mandarin, Hindi. Native speakers, not awkward translations.
P1: <15 min response. P2: <1 hr. P3: <4 hrs. P4: next business day. Financial credits when we miss.
Physical presence in 14 US metros and 6 international cities. Field engineer at your office in <4 hours where covered.
Your environment, your runbooks, your stuff. Indexed, version-controlled, exportable. Yours forever.
Optional — for clients who want it. Integrated with Jira, Linear, ServiceNow, Freshservice, Zendesk.
White-glove tier for executives, board members, founders — direct line, dedicated engineer, named escalation path.
Every deliverable is documented, version-controlled, and yours to keep — even if you ever leave.
Slack/Teams app, email alias, phone DID, in-portal — live within 14 days.
Welcome video and one-pager — your team knows what to expect from day one.
Documented for every system you use. Updated continuously by us, owned by you.
Real-time view: tickets, response times, CSAT, top issues, by user and team.
Trends, top issues, recommendations to drive ticket volume down quarter over quarter.
Honest feedback from your team, summarized for your leadership.
Below 90% CSAT in any month? Automatic credit on next invoice.
For your top 5%: direct line, no queue, dedicated named engineer.
We integrate with your IDP, MDM, ticketing, Slack, and channels of choice. 14 days, then live.
Runbooks for every system. We don't guess on calls — we look it up like the senior team you wish you had.
Live coverage. Real humans. Published SLAs. Credits when we miss.
Monthly review. The goal is fewer tickets, not more. Self-healing systems, automation, better hardware choices.
Don't see yours? Ask us anything — we answer real emails personally.
Book a 30-minute discovery call. We'll listen, ask better questions than the last guys, and write up a tailored proposal — only if it makes sense for you.
