Helpdesk & Support
Mac ticket comes in. Your helpdesk tries basic troubleshooting, gets stuck, escalates to you. You're the only one who knows Macs. Every escalation becomes your problem. We take that off your plate.
The challenges you're facing
You're the Mac expert single point of failure
Every complex Mac issue lands on your desk. Your helpdesk can't solve it, so they escalate to you. You're pulled into support tickets when you should be working on strategic projects.
Impact: Bottleneck delays, strategic work suffers, burnout risk
Mac SLAs are longer than Windows
Windows ticket? 4-hour SLA. Mac ticket? "We'll figure it out." Users notice. Mac users get second-class support because your team lacks expertise.
Impact: User frustration, Mac adoption resistance, reputation damage
Complex issues go unsolved
MDM enrollment fails. Provisioning profile errors. Certificate issues. Your team Googles for hours and tries random fixes. Problem persists, or they make it worse. Eventually someone calls Apple Support and waits days for a response.
Impact: Extended downtime, workarounds become permanent, technical debt accumulates
Tier 2/3 Apple support extension for your helpdesk
Your helpdesk handles tier 1 (password resets, basic how-to). When they're stuck, they escalate to us. We handle complex macOS troubleshooting, MDM issues, deployment problems, and specialized Apple-specific support. Fast response, expert resolution, knowledge transfer back to your team.
- ✓
Dedicated escalation path for complex Apple issues
- ✓
Fast response times: hours, not days
- ✓
Knowledge transfer: we document solutions for your team
- ✓
Consistent SLAs: Mac support matches Windows quality
Frequently Asked Questions
Stop being the single point of Mac failure
20 minutes to discuss how we'd integrate with your helpdesk.
