IT Help Desk & Technical Support
Real IT help from people who know your business.
When a computer, server or account stops working, your team needs practical answers. Neatoware provides remote troubleshooting and technical support for systems covered by your service plan, backed by people familiar with your environment.
Hours: Monday to Friday, 9 AM to 5 PM ET | Phone: (404) 328-7771
Already a client?
Get support now
Open or track a request in the Client Portal. To speak with the team during published help-desk hours, call (404) 328-7771.
Considering Neatoware?
See how support works
Compare help-desk scope and initial-response targets by plan, then talk through what fits your organization.
What support covers
People who know your environment
Talk with a support team informed by your systems, users, and documented technology environment. Less explaining from scratch, more productive troubleshooting. Every managed plan includes an assigned account rep, backed by the broader technical team.
Remote troubleshooting
With your authorization, our technicians can securely connect to covered devices and resolve many issues without an on-site visit. Remote sessions are arranged through the help desk.
Server, account, and access support
Get assistance with covered server issues, sign-in problems, permissions, and services that keep your team working.
Workstation support
Gold and Platinum extend help-desk coverage to managed employee computers, alongside their servers. Silver is focused on covered servers.
Defined response expectations
See the initial-response targets associated with your plan. An initial response is the start of work on a request.
Public Safety experience (agencies)
For public safety agencies, support can account for dispatch, records, field work, and public safety operating constraints. Team members who work on public-safety systems undergo state and national fingerprint-based background checks, complete CJIS security awareness training every year, and sign the FBI CJIS Security Addendum, so you know who works on your systems and how they were vetted. Our team includes former law enforcement professionals who understand what a down system means in the field.
What happens after you ask for help
When you open a request, this is the path we follow.
Request help
Use the Client Portal or the published phone channel during help-desk hours. Existing clients: open or track a request on the Existing Clients page, or call (404) 328-7771 Monday to Friday, 9 AM to 5 PM ET.
Set priority
We classify the request’s scope and incident priority under your agreement.
Investigate
We review the issue and start remote diagnostics where authorized.
Coordinate
If the work needs hands on site or a third-party vendor, we engage that help and stay aligned with your request.
Communicate
We keep the requester informed as work progresses and record the outcome when the request closes.
Plans at a glance
Compare help-desk scope, initial-response targets, and what runs after hours. Full plan details live on the Plans page.
| Plan | Help-desk scope | Initial-response target | After-hours distinction |
|---|---|---|---|
| Bronze | Break/fix help as needed; no ongoing managed systems | No defined initial-response target | No SOC alert review; no Platinum Priority 1 after-hours target |
| Silver | Covered servers, access, and permissions | Aim: within 2 business days | 24/7 EDR and SIEM alert review for managed servers |
| Gold | Covered servers and managed workstations | Aim: within 1 business day | 24/7 EDR and SIEM alert review for managed servers and workstations |
| Platinum | Covered servers and managed workstations | Priority 1 response target: 4 hours, 24 hours a day, 365 days a year; Priority 2 to 4: 1 business day during business hours | 24/7 SOC alert review for covered systems, plus Platinum Priority 1 initial-response target |
Routine help desk: Monday to Friday, 9 AM to 5 PM ET. See our General Terms and Conditions.
Three different clocks
Security monitoring, routine help desk, and Platinum Priority 1 response each run on a different clock. Three different jobs.
Clock A: security alert review, 24 hours a day, 365 days a year
Covered EDR and SIEM alerts are reviewed by the security operations center (SOC) at any hour. Confirmed threats on devices with managed EDR may be contained through isolation.
Coverage: managed servers on Silver; managed servers and workstations on Gold and Platinum.
Clock B: Routine help desk
Standard technical support operates Monday to Friday, 9 AM to 5 PM ET. Requests are handled under each plan’s initial-response target.
Coverage: Bronze break/fix; Silver servers; Gold and Platinum servers plus workstations.
Clock C: Platinum Priority 1
For Priority 1 incidents, Platinum targets an initial Neatoware response within four elapsed hours, 24 hours a day, 365 days a year. Priority 2 to 4 on Platinum still use business-hours targets.
How to read this
Our security operations center reviews covered alerts 24 hours a day, 365 days a year. Everyday help-desk requests follow business hours and your plan’s response targets. Emergency help after hours is available on every plan, billed at the after-hours labor rate. On Platinum, after-hours support counts against the included monthly hours in your agreement, and Priority 1 incidents carry a four-hour response target, 24 hours a day, 365 days a year.
Common questions
How do existing clients request help?
Open or track requests through the Client Portal on the Existing Clients page. You can also call (404) 328-7771 during published help-desk hours (Monday to Friday, 9 AM to 5 PM ET). Existing Clients / Client Support Tools.
What are your standard help-desk hours?
Monday to Friday, 9 AM to 5 PM Eastern. Two different services can run outside those hours: security operations center alert review on covered systems (Silver, Gold, and Platinum), and Platinum’s Priority 1 initial-response target. Emergency help after hours is also available on every plan, billed at the after-hours labor rate. On Platinum, after-hours support counts against your included monthly hours.
Can you help remotely?
Yes. Our team can securely connect to covered computers to diagnose and resolve many issues without an on-site visit.
Do you support employee computers?
Gold and Platinum include help-desk support for managed workstations. Silver is focused on covered servers.
What does an initial-response target mean?
It is the target window for an initial response to a request.
What if a critical incident happens after hours?
Emergency help after hours is available on every plan, billed at the after-hours labor rate. On Platinum, after-hours support counts against the included monthly hours in your agreement, and Priority 1 incidents carry a four-hour response target, 24 hours a day, 365 days a year. Use your published client support channels.
Should I send passwords or sensitive records in my request?
No. Do not submit passwords, criminal justice information (CJI), case details, or other sensitive material through general website forms. Follow Neatoware’s authorized support instructions for your organization.
What counts as Priority 1?
A serious incident. Priority levels are set out in your agreement.
Help from a real person who knows your setup
Tell us what slows your team down. Existing clients: use Client Support Tools. New here: book a call and we will walk through how help desk coverage fits your plan.