Basic User Support

We provide 100% U.S.-based, live-answer user support.

Our technicians and processes are customer-centric and provide an exceptional IT service experience.

U.S.-Based Tier 1 Service Desk

Unlimited live-answer tier 1 user support 7:00 a.m. - 7:00 p.m. CT (support requests also accepted via email and desktop chat)
Line of business application assistance
Vendor engagement, including ISP and phone systems
Remote desktop access
Service provider access to ConnectWise ticket and billing integration
Access to real-time service desk reporting via live BrightGauge dashboard
Access to monthly reporting
Documentation through IT Glue
One-on-one training for Collabrance tools
Regular alignment meetings led by Collabrance service team
Access to value-added services, including sales and marketing support

Microsoft Windows Workstations

User assistance for supported operating systems
Password resets and account unlocks
Creation of Outlook profiles
Email password resets
Changes to mailboxes and distribution lists

Mobile Devices

Email account setup
Microsoft ActiveSync

The Collabrance Basic User Support offering requires a 12-month commitment to service. Agreements are flexible thereafter.

For a more comprehensive service desk experience, consider our NOC + Service Desk offering.

After-Hours Support

The Collabrance live-answer service desk is fully staffed from 7:00 a.m. to 7:00 p.m. Central Time, Monday thru Friday (excluding holidays). We have engineers online as early as 5:30 a.m. to address high-alert issues and ensure customer environments are ready at the start of the workday. After-hours, weekend and holiday support is available at a starting rate of $202.50 per hour, billed in 15-minute increments with a 30-minute minimum.