Help desk
Help from people who already know your setup
When something stops working, your staff needs a real person who can fix it. Neatoware’s help desk knows your systems and can connect remotely to get your team back to work.
What you get
- Real people, not a maze. Call and talk to someone who knows your network and your people.
- Public safety know-how. Public safety agencies work with our CJIS-trained team, seasoned former law enforcement professionals who understand what a down system means for dispatch, records, and the officer in the field.
- Remote fixes. Our team can connect to the affected computer, by arrangement, and fix many problems without a site visit.
- Server and access help. Support for server issues, user access, permissions, and server-based applications.
- Workstation help. Support for your staff’s computers on Gold and Platinum plans.
- Clear response targets. Silver, Gold, and Platinum plans each have a published initial-response target, so you know what to expect.
Which plans include this
- Bronze: break/fix help when you need it, Monday to Friday, 9 AM to 5 PM, with no set initial-response target.
- Silver: server help desk. We aim to respond within two business days.
- Gold: server and workstation help desk. We aim to respond within one business day.
- Platinum: server and workstation help desk. For Priority 1 incidents, we aim to respond within four elapsed hours, 24 hours a day, 365 days a year. For Priority 2 to 4, we aim to respond within one business day, during business hours.
Response targets apply to qualifying requests within your contracted scope. They are targets, not guarantees. See our General Terms and Conditions.
Common questions
What are your support hours?
The help desk is available Monday to Friday, 9 AM to 5 PM ET. Two things run outside those hours. On Platinum plans, we aim to respond to Priority 1 incidents within four elapsed hours, 24 hours a day, 365 days a year. On Gold and Platinum plans, EDR monitoring and security operations center alert review run 24 hours a day, 365 days a year. Neatoware’s own follow-up follows each plan’s response targets, and targets are not guarantees.
What counts as Priority 1?
A serious incident within your contracted scope. Priority levels are set out in your agreement.
Can you help our staff with their own computers?
Yes, on Gold and Platinum plans, which include workstation help desk support.
Help from people who know you
Tell us what your staff needs. A real person will get back to you.