Real people, real responses — any hour, any day. Our follow-the-sun Help Desk keeps your users productive with defined support targets, expert triage, and rapid remote remediation, 365 days a year.
Most "24/7" support offerings are voicemail trees and next-day callbacks. Your team hits an issue at 9 PM, leaves a message, and waits until morning — losing hours of productivity and creating frustration that stacks up over time.
Crestline Technologies's Help Desk runs follow-the-sun staffing with live engineers on every shift. When your team calls at 2 AM, a real person answers, opens a ticket, and starts working the issue — not a recording telling them their call is important.
Combined with automated RMM/EDR/NOC integrations that open tickets with context already attached, our help desk is proactive as well as reactive — resolving many issues before your team even notices them.
Get Support Coverage →It isn't voicemail and callbacks. It's always-on coverage with clear ownership, documented runbooks, and contracted SLAs that don't pause at 5 PM.
Tiered engineers in staggered shifts across time zones to maintain continuous availability without fatigue risk. Every shift is fully staffed — no skeleton crews, no on-call gamble.
A direct phone line with live answer and a monitored support mailbox create tickets instantly and route to the on-duty engineer with priority detection from subject keywords.
Contracted response and update cadences for every priority level — P1 through P4 — including weekends and holidays. SLA attainment is reported monthly, not just promised.
Documented procedures and scripts for your specific environment enable fast, consistent resolutions at any hour — no guesswork, no improvisation on critical issues.
Escalation rosters for Tier 2/3 and SME leads with auto-paging for P1/P2 incidents after hours. Senior engineers are reachable — not just on a list nobody calls.
RMM/EDR/NOC alerts open tickets automatically and notify the on-duty engineer with device context and issue history already attached — no manual intake required.
Multiple contact channels feed into a single unified queue with consistent SLAs — your team reaches us the way that works for them.
Know exactly what the additional coverage gets you — and why the gaps in standard support matter.
Drill into scope, SLAs, operating model, security controls, and the onboarding process.
Password resets, MFA enrollment, mailbox and client issues, printing, VPN, Wi-Fi, common apps (M365, Google Workspace), browser, and conferencing platforms.
Windows and macOS troubleshooting, patching, driver issues, performance diagnosis, application installs, and MDM policy application and enforcement.
Joiners, movers, and leavers — licensing, group membership, email aliases, distribution lists, and MFA enrollment/revocation.
Basic network checks (up/down, DHCP/DNS validation), printer queue management, file share access, and simple firewall rule changes via approved runbooks.
How-to guidance, policy reinforcement, micro-training for common tasks, and access to the environment-specific knowledge base for users.
New server builds, network redesigns, complex application migrations, and major SaaS rollouts are handled via separate project scoping — not consumed from help desk time.
| Priority | Example | Initial Response | Update Cadence | Target Workaround / Restore |
|---|---|---|---|---|
| P1 Critical | Company-wide outage, active security incident | ≤ 15 minutes (24/7) | Every 30–60 minutes | Workaround ≤ 4h / Restore ASAP |
| P2 High | Department outage, VIP user fully down | ≤ 1 hour (24/7) | Every 2 hours | Workaround ≤ 8h / Restore ≤ 1 business day |
| P3 Normal | Single user issue, degraded service | ≤ 4 business hours | Daily | ≤ 2–3 business days |
| P4 Low | How-to question, minor request | Next business day | Every 2–3 days | As scheduled |
* P1/P2 SLAs apply 24×7 including weekends and holidays. P3/P4 operate on business hours unless otherwise contracted.
Incident, Request, and Problem categories with environment-specific templates, required fields, and change linkage for recurring issues. Every ticket is tracked, routed, and reported.
First-contact resolution, CSAT, SLA attainment, MTTR, backlog trend, and average speed of answer — delivered in monthly reports with actionable insights, not just raw numbers.
PSA and RMM integration, secure remote control, EDR visibility, MDM, SSO, and an audited knowledge base mapped specifically to your environment and common issues.
MFA required for all technician access, just-in-time elevation for sensitive tasks, per-tenant RBAC, and least-privilege jump hosts for infrastructure access.
Ticket redaction for secrets and credentials, encrypted transcripts and session logs, and recording stored to policy retention schedules for audit purposes.
Controls aligned to CIS benchmarks. Change and incident records preserved for audit. NDA-backed confidentiality covering all client environment information.
Clear security incident handoff to your IR lead or Crestline Technologies MSSP team. Runbooks for account compromise, malware detection, and data loss scenarios.
Every issue follows the same structured flow — regardless of what time it comes in or which channel the user uses.
User calls, emails, or triggers an automated alert. Ticket is created instantly with priority assigned based on impact and urgency. On-duty engineer is notified immediately.
Engineer reviews device history and knowledge base, confirms scope and impact, and initiates remote session if needed. P1/P2 automatically pages on-call Tier 2 in parallel.
Issue resolved via runbook, remote session, or escalation. All actions logged in the ticket with timestamps. User receives status updates per contracted SLA cadence.
Ticket closed with resolution notes and root cause. Recurring issues flagged as Problem records for proactive remediation. CSAT survey dispatched and added to monthly report.
Help desk support is strongest when the support team understands the local business environment, escalation paths, and when on-site work is genuinely needed.
We'll tailor SLAs, channels, and runbooks to your environment — then back it up with transparent monthly reporting.