A help desk your people will actually use
The measure of a help desk is not how fast it closes tickets. It is whether your staff bother to call it.
When support is slow, impersonal, or makes people feel stupid for asking, they stop asking. They work around the problem, share a password, keep using the broken thing, and you find out months later when it has become expensive. A help desk people avoid is worse than no help desk, because you are paying for it and still carrying the risk.
We built ours around that idea. Our technicians are trained in-house, communication and people skills first, then deep technical expertise. We hire for how someone treats a frustrated user at 4:45 on a Friday and teach the technical side after.
How it works
Your team reaches us by phone, email, or the client portal, whichever suits them. There is no rigid tier structure to escalate through and no script to get past. Requests are dispatched straight to a technician who can actually handle them.
Because we are a smaller regional firm, the same faces recur. Your staff get to know our technicians and our technicians learn your environment. That familiarity is most of the difference between a five-minute fix and a forty-minute one.
When something needs hands on it, we come out. Our service area runs roughly an hour from our Ann Arbor office, from Fowlerville to Troy. Genuine on-site presence is the thing we are built around, not a line on a pricing sheet.
What we cover
Everyday support for your people and the machines they work on: accounts and passwords, email and Microsoft 365 or Google Workspace, desktops and laptops, printers, mobile devices, business applications, connectivity, onboarding and offboarding.
The last one is worth calling out. Onboarding and offboarding are where most small organizations quietly leak security. A departed employee whose access was never fully removed is one of the most common findings in the assessments we run.
Hours and after-hours coverage
Standard support runs 8:00 AM to 5:30 PM, Monday through Friday.
We can also offer an extended-hours and weekend on-call add-on for clients who need evening coverage, typically running to around 10:30 or 11:00 PM plus weekends.
We will be straight with you about what we do not sell: we do not advertise a 24/7 guaranteed response or commit to resolution-time SLAs. Plenty of providers do. In our experience those promises are either priced into a contract you cannot leave, or they are met by whoever happens to be awake. We would rather tell you honestly what our coverage is than write a number in a contract we cannot consistently keep.
What it costs
We bill for the work we do rather than charging a flat per-seat rate.
Most providers charge per user or per device, all-inclusive. That structure rewards them for doing as little as possible, because once your monthly payment is in, every hour spent on you is a cost to them. We are incentivized to do the work, and you stay in control because you tell us what you need. You can see exactly where your IT dollars went.
We also do not use long-term locking contracts, which means we have to keep earning it.
Getting started
Use the button above, or call (734) 929-1400. Not ready? Ask for a second opinion: twenty minutes, no obligation.
Related: co-managed IT support if you already have internal IT, and IT and network support in Ann Arbor for the infrastructure underneath.