IT Help Desk Solutions

Basic Reactive Support Services

MyTech Solutions also provides several Basic Reactive Support options utilizing Telephone, E-mail and Web based portals. Reactive Support plans can include just Support, Rapid Response or Traditional Onsite services.

Level 1: Available by Phone, E-Mail or Web Support Portal An MTS support specialist will attempt to resolve the issue over the phone or by remote access to the site within the specifications of your SLA.
Level 2: Available by Phone or E-Mail Support (Systems Engineer Assisted) An MTS Systems Engineer will attempt to resolve the issue over the phone or by remote access within the specifications of your SLA. If the issue cannot be resolved it will be escalated to level three on-site support.
Level 3: Available for On-site Support Services, Rapid Response Services, and Managed Support Services
Depending on severity of the issue, an MTS systems engineer will be scheduled on-site within the specifications of your SLA and/or regular proactive maintenance schedule plan. If the issue still cannot be resolved it will be escalated to level four support.
Level 4: Enhanced Support (Systems Engineer and Vendor Support)
An MTS engineer will utilize our enhanced support options that enable the engineers to get direct support from major vendors as well as a pool of diverse technical specific vendors or consultants.

Premium Reactive Support Services

Our Premium Reactive Support options are available for those businesses that want emergency on-site services.

  • 8×5, 4 Hour, 8 hour and next business day response options
  • Onsite or Remote capability

At MTS, we know that your support needs are as unique as your business. That’s why we offer flexible plans that can be tailored to your specific support needs, and our fixed-fee approach allows you to select a support plan that won’t break your budget.