Support levels we offer
We can run Tier 1, Tier 2, or an integrated service desk model with clear escalation.
Level 1 (Tier 1) Support
Fast intake, common issue resolution, and clean ticket hygiene.
- Ticket triage and categorization
- Password resets, account unlocks, access requests
- Microsoft 365 user and license support
- Common email and endpoint issues
- App install/uninstall guidance
- Basic network and connectivity checks
Level 2 (Tier 2) Support
Deeper troubleshooting, remediation, and structured escalation to Tier 3.
- Resolve escalated incidents with diagnostics
- OS/application troubleshooting and patching
- Backups checks and restore coordination
- Automation scripts and runbook execution
- Infrastructure and access hardening basics
- Escalation packets for Tier 3 / vendors
Omnichannel support
Meet users where they are - with consistent processes and reporting.
Common areas we support
Scope is tailored to your environment; these are frequent coverage areas.
Active Directory & Identity
User lifecycle, groups, access requests, MFA assistance and policy basics.
Microsoft 365
Account, license and app support, user setup, and common productivity issues.
Endpoints
Slow devices, app issues, basic security hygiene, and standard troubleshooting.
Networking basics
Wi‑Fi, VPN, printers, and connectivity checks with clear escalation notes.
Service desk operations
Ticket hygiene, KB usage, SLAs, escalations, and stakeholder updates.
Incident management
Runbooks, on-call coordination, escalation paths, and post-incident notes.
Cloud support
Basic monitoring, access issues, and guided escalations for cloud services.
Linux/Server basics
Health checks, service restarts, patch coordination, and monitoring triage.
NOC-style monitoring
Alert triage, routing, and escalation with structured incident context.
What you get with FutureXcel
A professional support program designed around measurable outcomes.
Lower operational load
- Reduce interruptions for engineering teams
- Improve first-response and triage consistency
- Predictable staffing and coverage planning
Process & governance
- SLA/SLO alignment and reporting
- Standard runbooks, escalation maps, and KB patterns
- Access controls and audit-friendly workflows
White-label friendly
- Operate under your brand and processes
- Use your ticketing tools and knowledge base
- Clear communications and escalation etiquette
Continuous improvement
- Trend analysis and recurring issue reduction
- Automation opportunities (runbooks/scripts)
- Monthly reviews and improvement backlog
Coverage plans
Choose hours, days, and channels - then tune SLAs to your users and business.
8 hours/day
12 hours/day
24×7
After-hours
SLA-driven delivery
Targets depend on your environment and scope - we set and report on what matters.
Phone response
Under 5 Rings one Response Time
Email response
Under 15 Mins Email Response Time
Chat response
Under 60 Secs Chat Response Time
Alert response
Under 5 Mins Notification Response Time
Frequently asked questions
Clear answers to common questions about outsourcing a help desk.
Request a help desk support plan
Tell us your coverage needs (hours, channels, Tier 1/2 scope). We’ll propose a clean onboarding plan with SLA targets and reporting.
Response time: usually within 24 hours.