Full Problem Resolution & Expert Customer Service

In the world of IT, problems happen. Computers crash, passwords are lost, email stops working, and the list goes on. And without proper technical support in place, these problems can bring your business to an abrupt – and potentially damaging – halt.

With Orchestrate’s Help Desk, you can enjoy peace of mind knowing that our certified technicians can quickly and efficiently resolve even your most complex technical problems.

 

Orchestrate Support Process

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Step 1

Request Received

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Step 2

Contact Enduser to Look at Issue

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Step 3

Update Enduser on Status

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Step 4

Check to make sure issue is resolved to users satisfaction

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Step 5

Ask for Feedback

Service Levels

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Bronze

  • Security Patch Management
  • Software Patch Management
  • Antivirus Software Included with Management
  • Malware Software Included
  • Inventory Report Ability
  • Desktop Performance Monitoring
  • Policy Management
  • Remote Support Ability
  • Hardware and Software Auditing Ability
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Silver

  • Includes all Bronze Features Plus:
  • Help Desk Support 8:00a.m.-6:00p.m. EST
  • 24hr SLA on first response
  • Annual IT Budget Meeting Available
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Gold

  • Includes all Silver Features Plus:
  • 8 Hr SLA on First Response
  • Quarterly IT Meeting-Review Planning Available
  • Two Company IT Training Available (Various IT Topics applicable to your needs)
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Platinum

  • Includes all Gold Features Plus:
  • Help Desk Support 24/7
  • Ability to bypass level 1 support and go to level 2 for pressing issues
  • 4 Hr SLA on First Response
  • Monthly IT Meeting-Review and planning Available
  • Four Company IT Training (Various IT Topics applicable to your needs) Available

Package Features

Features Bronze Silver Gold Platinum
Hardware / Software
Performance & Preventative Maintenance Reports
Remote Support Ability
Antivirus Software
Antivirus Management
Web-based Management Portal
Desktop Performance Monitoring
Administrative Scripting
Policy Management
Security Patch Management
Windows, Mac & Mobile Support
Annual IT Budget Meeting Available
End-Client Help Desk
Help Desk Support 8:00am-6:00pm EST
Two Company IT Trainings
Administrative Tasks
3rd Party Vendor Software Installations
Quarterly IT Meeting-Review and planning available
Monthly Executive Reports
Ability to bypass level 1 and go to level 2 for pressing issues
24/7 Remote Support
Monthly IT Meeting-Review and Planning available
Four Company IT Trainings

At Orchestrate we want to provide you with the best services and give you the response that you deserve

Noc service

Time Frame Objective

Target Service Level

Acknowledge emails
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Within

section4_icon_4hrs 4hrs

99%

Acknowledge tickets
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section4_icon_4hrs 4hrs

95%

Answer chats
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section4_icon_2ms2ms

85%

Bein work on server down tickets with Lights Out Management (Elite)
section4_icon_elite
section4_icon_14ms15m

99.5%

Begin work on critical impact (emergency) alets
section4_icon_emergency
section4_icon_1hr1hr

98%

Begin work on backup failure and backup not occurring alerts for Vault and Continuity 247TM
section4_icon_247
section4_icon_12hrs12hrs

90%

Begin scheduled ticket
section4_icon_scheduled
section4_icon_4hrs4hrs

99%

Update critical impat (emergency) tickets
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every

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3-4hrs
Within the specified window, provided that the start time is frozen no less than 4 hours in advance.

95%

How can you reach out to our fabulous help desk?

We make it easy for everyone!

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NOC teams are
available
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Can be
reached via
1
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513-906-6117
3
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Desktop Chat Icon

For more information and pricing about our services please feel free to contact us:

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