Security as a Service
Vulnerability scanning, pen testing, and staff training for one monthly fee.
Outsourced IT help desk, answered by engineers in Texas
Your staff call or email, and an engineer answers at any hour, with the network operations center (NOC) that watches your network behind them. Our outsourced IT help desk runs 24/7/365 from Texas for companies with 100 to 2,000 people. Engineers handle desktop, server, firewall, and application issues.
At a glance
| Hours | 24/7/365 |
|---|---|
| Channels | Phone and email |
| Support line | (972) 591-0151 |
| Devices serviced | 3,000+ nationwide |
| Backed by | Our NOC in Texas, running since 2014 |
Outcomes
What you get
Tickets don't wait for Monday
The desk is staffed 24/7/365. A server problem at 11pm on a Sunday goes to an engineer that night.
The engineer can see your network
Our help desk and NOC work together. When a user says the internet is slow, the engineer can check the firewall and the circuit too.
Every request is tracked to resolution
Each call or email becomes a ticket, prioritized by its impact on your business and tracked until it's resolved.
Process
How it works
Step 1: Call or email
Users reach the desk at (972) 591-0151 or support@sanapptx.com, at any hour.
Step 2: Ticket and triage
Each request becomes a ticket, ranked by its impact on your operations.
Step 3: Escalate when needed
Our team includes first- and second-level support engineers and infrastructure engineers. Harder problems move up to the people who can fix them, and network outages go to the NOC.
Step 4: On site when it's faster
Most tickets close remotely. When a device has to be touched, an engineer comes on site.
Related
Services that work with this one
Pairs well with
Cloud Management
Monitoring, cost control, and governance across our cloud, Azure, AWS, and Microsoft 365.
FAQ
Frequently asked questions
What hours is the help desk staffed?
24 hours a day, 7 days a week, 365 days a year, including nights, weekends, and holidays.
How fast will someone respond to a ticket?
Our SLA covers response and resolution, and incidents are ranked by business impact, so a site-down outage and a printer problem don't wait in the same line.
What kinds of issues does the help desk handle?
Desktop, server, firewall, and application issues. Problems that need deeper network or infrastructure work go to our infrastructure engineers and the NOC.
How do our employees contact the help desk?
By phone at (972) 591-0151 or by email at support@sanapptx.com. Every contact becomes a tracked ticket.
Can you support staff in several offices or working from home?
Yes. Agents on each device let our engineers fix most issues remotely, wherever the user is sitting.
Can the help desk work alongside our internal IT staff?
Yes. Co-Managed IT is the version for companies with their own IT staff: we take tickets and after-hours calls, and your team keeps its projects.
Where are your help desk engineers based?
In Texas. The same engineers help with larger projects as well as day-to-day support.
Last updated
Talk to our team about Help Desk
Tell us what you run today and what you want fixed.
We reply within one business day.
- Sales
- (214) 447-0244
- Support
- (972) 591-0151
- sales@sanapptx.com
- HQ
- 5700 Tennyson Parkway
Plano, TX 75024