Resolve IT problems
A Mac ticket has been open for days. Your helpdesk has tried the usual fixes, and the team isn't sure where to look next. Send the case to us. We work through it with your team until it's solved or the next step is clear.
Second- and third-line support for Apple
Typical cases are a macOS fault, a Mac or iPhone that won't take its MDM settings, or an app that won't install. Your users keep contacting your own helpdesk while we work on the case.
Your helpdesk can hand off a stuck Apple case and get on with the rest of the queue
Cases come back with notes your helpdesk can use the next time the problem turns up
When this service fits
Your helpdesk mostly supports Windows, and Mac and iPhone cases often get stuck.
You're an IT provider and need someone to take the Apple cases your helpdesk can't solve for your clients.
How escalation works
We set this up with you once. After that, your helpdesk knows how to send us a case.
We look at your devices, your MDM and the kinds of cases your helpdesk would pass to us.
We agree how cases reach us, what access we get and how quickly we respond.
We investigate each case with your team. Nothing in your systems changes until you've approved it.
We write down what we found, what we changed and what's still open.
Frequently asked questions
Show us a case your helpdesk couldn't close
Bring one or two recent cases. We'll look at them with you and show how your helpdesk would pass the next ones to us.
