Service Desk, Response Times and Rates
MyITadmin Service Desk Services
The MyITadmin Service Desk provides a point of escalation for your company when they have an issue or question. MyITadmin’s staff is available during business hours to log issues and support your team. You can contact the IT Service Desk via our helpdesk button or email or phone.
We commit to responding to your question promptly (response times guaranteed, based on severity). If you are contacting us to escalate a service outage, we will route the call to our technical center for prompt attention.
Emergency Support Issues
Our Technology Solution Program enables access to emergency support services when the need arises. Should your team detect an issue with a service or device outside standard business hours, you can contact the Emergency Support team to report the issue. MyITadmin’s team will investigate the issue and act appropriately.
Service/Incident Escalations
As not every support case can be resolved at the point of report, it is important to outline the process by which cases are and can be escalated.
Functional Escalations
As outlined in the Service Desk Severity and Response Times chart above, our service desk team will escalate any unresolved issue(s) to our Operations team within the time allotted for that severity level.
Hierarchical Escalations
If you have questions or concerns about the operation of the service desk, wish to compliment the team, or simply require more information about an incident; please contact your account representative to gain more insight.
Monthly Pricing Structure
The cost of the MSP program is based upon several key factors:
1. Base program cost that includes monitoring of <##> devices. These are the devices that have been identified in the invoice that will require maintenance, monitoring and support as determined by clients critical business functions (email, internet, file sharing etc).
2. Any additional servers or devices that exceed the device limit of the MSP Program.
3. Inclusion of any optional modules over and above the base program.
4. Total number of monthly pre-scheduled maintenance hours or block of hours that are required to maintain said devices, as determined by MyITadmin LLC
5. Any additional dispatch, support or emergency fees
6. Any special line of business applications or conditions that exist.
The MSP service program includes pre-scheduled remote support and maintenance. Based on the number of users and devices within your organization, MyITadmin will commit to having a technician working remotely from our Network Operation Center on a scheduled basis to assist you with any IT related issues or questions.