Frequently Asked Questions

A: Not overseas, that’s for sure. In fact, not even Canada. Most of our techs are in California, and they’re always in the U.S.

A: We are currently focused on quality over quantity, so we keep our high-quality support team focused on the hours of 8am to 5pm, in your local time zone, in the contiguous U.S. 

A: We don’t reveal the size of our team, because a.) it’s continually growing and b.) we wouldn’t want you to feel like a number or a “cog in our machine.” Besides your account rep and onboarding team, we only want you to be concerned with 3 people – and that’s the three Help Desk Techs assigned specifically to your account, who you and your users will come to know on a first name basis. 

A: Currently we integrate directly with AutoTask and ConnectWise. Syncro integration is road-mapped for Q3 2022 – so for now, Help Desk Techs log into your instance of Syncro. 

A: We’ll track tickets and provide you regular reports. 

A: We will make good use of your documentation, however complete or incomplete it may be. We contribute to your knowledge base ourselves as well. 

A: If you use IT Glue, we’ll integrate. If you use Hudu we’ll ask for a user license into your documentation. If you use something else, we’ll keep documentation in our IT Glue. 

A: Our pricing is forward-facing on our website at https://HelpDesk.tech/pricing – it currently starts at $16 per user and pricing goes down with volume. 

A: Our minimum is only 100 supported users, and you purchase in blocks of 50 supported users. So if you have 110 users we’d be supporting, you’d be looking at purchasing support for 150 users. 

A: In short, no. But we will require whole sites at a time. You wouldn’t assign us one user from one site, another from another site, etc. 

A: It usually takes 30 to 45 days to complete the onboarding process. We’ll get all of your integrations done and your partner assets created, as well as personal introductions to your support team completed during that time. You’ll be assigned a Partner Support Specialist to keep the process moving forward, as well as an Onboarding Engineer to help with integrations. Your Specialist will step you through things all along the way. 

A: Normally, yes – it’s currently $3,200. You can split that up into as many as 6 payments though. Also, we’ve been known to run Show Specials that waive the onboarding. If you run into one of these deals – take the deal. 

A: You have 90 days from signing up to get a 100% refund if you want it. After that, you’ll finish out a 1 year term. It continues month-to-month after that, or you can lock in more favorable pricing 1 to 3 years at a time from there. 

A: Zero-friction. We’ll refund 100% of any money you’ve paid us if you want to cancel for any reason in the first 90 days after signing up.