Help Desk is end-user helpdesk only: both tiers are scoped to what a senior L1/L2 tech can resolve at the user level. No OS reinstalls, no server admin, no network/firewall config, no M365 tenant admin, no projects. Lite ($49/user) is the L1 quick-fix tier (under 10 min per ticket, business hours). 24/7 ($89/user) adds L2 depth + round-the-clock coverage but is still helpdesk-scope only. For infrastructure, security operations, or project work, you need Plan 6/8 + Stack, Co-Managed, or Prime: not a help desk subscription. Managed IT is the full outsource (infrastructure + help desk + security). Co-Managed is for companies that already have internal IT and want overflow + after-hours + tier-2/3 bench. Help Desk is for companies that just want end-user support and either manage infrastructure in-house or have someone else doing it.

Yes: live human pickup under 60 seconds at any hour, any day, including holidays. There’s an engineer on the floor at 3am on Christmas if your end users need them. We staff the 24/7 tier with rotating teams of US-based senior engineers; nobody works a 24-hour shift, but coverage is continuous.

Help Desk Lite is intentionally scoped to L1 quick-fix work: password resets, lockouts, MFA resets, license assignments, common how-to questions. Roughly 70% of end-user tickets fit that scope. If a ticket needs deeper troubleshooting (laptop won\u2019t boot, complex M365 admin, app installs, network issues), we tell you at the 10-minute mark and offer two paths: bill the additional time at the standard $185/hr project rate, or move you to Help Desk 24/7 ($89/user) which has no scope cap. Most clients use a hybrid: Lite for the daily volume, $185/hr for the occasional deep ticket.

Microsoft 365 (Outlook, Teams, SharePoint, OneDrive, Word/Excel/PowerPoint, Entra ID) is universal: every engineer is fluent. Plus your industry’s line-of-business apps. We onboard with whatever you’re already using (Clio, Lacerte, ServiceTitan, Encompass, Lightspeed, AMS, Epic, Procore, etc.) and document each. If you adopt a new tool, we add it to the runbook within a week.

We tell you. If a help desk ticket reveals an infrastructure issue (server down, firewall config bad, account compromised), we’ll flag it and either escalate to your internal IT, your other MSP, or quote it as project work at $185/hr. Help Desk is scoped, transparent, and we don’t pretend a server outage is something we can fix at the help desk tier.

Yes: Phoenix metro, $185/hr with a 1-hour minimum on top of the per-user subscription. Most help desk tickets resolve remotely. On-site is for things like printer setup, wiring drops, hardware replacements, or training sessions where being in the room matters. We schedule and travel-time bill transparently: no surprise expense lines.

Two metrics: (1) phone pickup time (target < 60s), (2) ticket time-to-first-response (target < 15 minutes during covered hours). Both reported monthly in the client portal, broken down by ticket priority. If we miss the target two months in a row, you get a credit per the SLA: it’s in writing in the agreement.

Month-to-month is the default. 1-year and 3-year agreements available for locked-in pricing. Add or remove users with 30 days’ notice: pay only for active users. Off-boarding includes a full export of your ticket history, M365 admin handoff, and 30 days of transition support. Your data, your tickets, always yours.

Easy. Help Desk plus Plan 6 or Plan 8 + Stack covers the infrastructure side cleanly. Inventive Prime already includes unlimited help desk: at 8+ users, Prime usually pencils out better than buying Help Desk + Plan 8 + Stack separately. We’ll run both math when you ask.