Remote Support Help Desk Service — Employee IT Support

IT Partner’s Remote Support Help Desk Service provides remote help desk assistance for supported employees who have technical problems on work devices or issues related to Microsoft cloud services. Users submit requests through a web portal or a dedicated email address, and IT Partner engineers respond according to the approved RCA terms.

The service includes remote help desk support for technical problems on supported work devices and issues related to Microsoft cloud services, as defined in the approved SLA and RCA. IT Partner engineers provide staff assistance, advice, troubleshooting, and problem solving within those approved support areas.

Employees submit support requests either through the service desk web portal or by sending email to a specific support address. IT Partner receives tickets by mail or from the service desk system and handles them according to the approved RCA terms.

Support is provided remotely through email, the help desk system, and remote connection tools when needed. On-site support and the physical presence of an IT Partner specialist are not included in this service.

When a remote connection is necessary, IT Partner connects to employee computers using TeamViewer or another remote support tool already used by the client’s company. The client must provide any required access to systems, devices, and environments needed to solve user problems.

Yes, the service includes support for issues related to Microsoft cloud services when those services are included in the approved RCA. Support for services not included in the RCA is outside the stated scope and should be confirmed with IT Partner before the service starts.

No, support for systems other than Microsoft Windows is listed as not included. If your environment includes macOS, Linux, mobile platforms, or other non-Windows systems, confirm options and scope with IT Partner separately.

No, solving problems with equipment is not included in the Remote Support Help Desk Service. IT Partner may assist with supported user issues remotely, but hardware repair, physical equipment troubleshooting, and on-site specialist work are outside the stated scope.

The SLA must be approved before the service starts, because it defines the supported areas and services, support time interval, supported user list, urgency and impact matrix, response expectations, workaround or solution timing, and payment terms. The client must also provide information needed to compose the RCA.

The service content states that the SLA defines the support scope, hours, users, priority matrix, response expectations, and payment terms, while IT Partner engineers respond and deliver support according to the approved RCA terms. If your organization uses different terminology for SLA and RCA, confirm the exact contractual documents with IT Partner during onboarding.

The client must provide the supported areas and services, support time interval, number and list of supported users, urgency and impact matrix, payment terms, and other information needed to compose the RCA. The client must also provide access to the domain, network, peripheral equipment, and other systems necessary to solve user problems.

The client is responsible for coordinating internal staff schedules, assigning a dedicated point of contact for IT Partner, coordinating outside vendors when needed, providing RCA information, and granting required access to systems. The client must also review and approve engagement deliverables in a timely manner.

IT Partner is responsible for receiving tickets by email or service desk system, connecting remotely to user devices when necessary, assisting users, solving supported problems under the RCA, meeting deadlines fixed by the RCA, escalating issues to Microsoft support if needed, and providing monthly reports.

Yes, escalation to Microsoft support is included when needed for issues within the service scope. Escalation does not expand the scope beyond the approved RCA, so supported services and responsibilities should be clearly defined before the engagement starts.

The stated service duration is one month. The implementation plan includes a kickoff meeting, collection of customer support requirements, RCA approval, and the start of support provision.

The Remote Support Help Desk Service is billed hourly based on time spent by IT Partner engineers, at a listed price of $175 per hour. The basic version includes a six-hour minimum, and each subsequent hour is paid separately.

Yes, the basic version includes a minimum of six hours. After the initial six hours, additional time is billed separately by the hour based on engineer time spent.

Specific response times, solution times, and workaround times are not fixed in the general service description; they are defined in the approved SLA using an urgency and impact level matrix. Prospective buyers should confirm the exact priority levels and timing commitments with IT Partner before the service begins.

The service is remote help desk support, so no planned organization-wide downtime is stated in the service scope. Individual users may need to participate in troubleshooting or allow a remote connection to their device, but any specific business impact depends on the issue being handled and should be coordinated through the agreed support process.

IT Partner provides monthly reports as part of the service deliverables. The exact report format and contents are not specified in the service description, so reporting expectations should be confirmed during SLA and RCA approval.