What's Included
Help desk that doesn’t make you wait or wonder.
Every Pathfinder plan includes unlimited help desk access. Call, email, or submit a ticket — we respond in 15 minutes during business hours, and most issues are resolved remotely in the same session.
Unlimited support calls — no per-incident charges
15-minute guaranteed response during business hours
Remote resolution via secure remote access tools
On-site dispatch when remote support isn’t enough
Password resets, software installs, printer issues, VPN, and more
New employee setup and offboarding
Hardware troubleshooting and procurement advice
Microsoft 365 and business application support
After-hours emergency support for critical outages
How Support Works
From ticket to resolution.
Step 01
You Reach Out
Call, email, or use our ticketing portal. All three routes go to the same team — no call centres, no queues.
Step 02
15-Min Response
A technician responds within 15 minutes during business hours. Critical issues jump the queue immediately.
Step 03
Remote Resolution
Most issues are resolved remotely in the same session using secure remote access tools. No wait for a site visit.
Step 04
On-Site if Needed
If the issue requires a physical presence, we dispatch a local technician — same day for urgent requests.
FAQ
Support questions answered.
15 minutes during business hours (8am–6pm, Monday–Friday). Critical outages receive immediate priority response at any hour.
On-site visits are included in our managed IT plans at no additional charge. We don’t surprise you with site visit fees on your invoice.
No. Unlimited support calls are included in your flat monthly rate. We want you to call — it’s how we earn our keep.
We offer after-hours emergency support for critical system failures. Non-critical issues are queued for next business day. We define “critical” as outages affecting your ability to operate.
Phone, email, or our online ticketing portal. We provide all three options and our team monitors all channels. Phone is fastest for urgent issues.