2.1 / help desk & support

Help for your people, from people they know

When someone on your team is stuck, they call or email and a NetFX technician — in Irvine, by name — picks it up. A person replies within 15 minutes during business hours, 7am–6pm Pacific.

2.1.a / response

The numbers we hold ourselves to

  • first reply, business hours ≤ 15 minutes
  • most tickets resolved same day
  • systems down, 24/7 engineer engaged ≤ 15 min
  • who answers a NetFX employee in Irvine — never an outsourced call center

2.1.b / scope

What support covers

Day-to-day support

  • Unlimited support requests for covered users — calls, email, or portal
  • Password resets, software issues, printers, email, "it's just slow today"
  • On-site visits across Orange County when hands are needed
  • After-hours emergency line for things that can't wait until morning

People & equipment lifecycle

  • New-hire setup: account, device, email, and access ready on day one
  • Departures: access closed out the same day, documented
  • Hardware purchasing at cost — laptops, desktops, printers, phones
  • Asset tracking, warranty management, and replacement planning

The boring essentials, handled

  • Software updates installed overnight, not during your workday
  • Email, Microsoft 365 / Google Workspace administration
  • Printer and peripheral management (yes, really — we take the printers)
  • Vendor wrangling: we sit on hold with your ISP so you don't have to

2.1.c / the difference

We don't just close tickets. We kill them.

Here's what makes our help desk different from the one you have now: it sits ten feet from our systems administrators and software engineers. When the same problem shows up a third time — the printer that drops off every Tuesday, the app that crashes after every update — it stops being a ticket and becomes an engineering task. We fix the cause, write down what we did, and that ticket never comes back. Recurring-issue engineering time is included in the monthly fee, because making your problems disappear is the job.

  1. 1st time fixed fast, logged
  2. 2nd time fixed, flagged as recurring
  3. 3rd time escalated to an engineer — root cause removed
  4. after documented, monitored, gone

next step

Ask your team what they complain about most.

Bring the answer to a 20-minute call. We'll tell you how we'd fix it — and what unlimited, local support for your whole team actually costs.

Book a 20-minute IT review

or direct: [email protected]