IT support for teams across India: a real engineer on your problem in 30 minutes.
One helpdesk for your whole company. Remote-first resolution from our Hyderabad support desk, on-site engineers in Hyderabad, and scheduled site visits in Mumbai, Bangalore, Delhi NCR, Gurugram, Kolkata and other metros.
- 30 minManaged-client response
- ~80%Resolved remotely
- 24/7P1 coverage
- Pan-IndiaService area
Everything your team touches between login and logout.
Windows desktops & laptops
Windows 10 and 11 fleets: slow machines, update failures, blue screens, domain and Entra join issues, profile corruption, driver conflicts. Imaging and rebuild when repair is not worth the hour.
Mac support
macOS troubleshooting, corporate onboarding, M365 and Google Workspace on Mac, printer and VPN setup, storage and battery diagnostics. Mixed Windows-Mac offices are our normal, not an exception.
Microsoft 365
Outlook and Exchange Online mail-flow issues, Teams call quality, OneDrive sync conflicts, SharePoint permissions, user lifecycle, licence assignment, MFA resets. Tenant-level fixes, not just "restart Outlook".
Google Workspace
Gmail delivery and routing, Drive sharing and shared-drive structure, Meet hardware, group and alias management, admin console changes, migration support between Workspace and M365.
Servers
Windows and Linux servers, on-premises and cloud (Azure, AWS). Service failures, disk and RAID alerts, Active Directory, file shares, backup job failures, patching gone wrong at 2am.
Network & WiFi
Routers, switches, firewalls, access points. Dead VLANs, DHCP exhaustion, slow WiFi zones, site-to-site VPN drops, ISP escalation. We speak Cisco, Fortinet, SonicWall, TP-Link and Ubiquiti.
Printers & peripherals
Network printers, scanners, label printers, signature pads, projectors and meeting-room gear. Driver and spooler fixes remotely, hardware swaps via on-site dispatch.
VoIP & telephony
Cloud PBX and IP phone issues: call drops, one-way audio, extension changes, IVR edits, softphone rollouts. Coordination with your telephony carrier so you are not the middleman.
Four lanes, one queue: helpdesk, remote, on-site, on-call.
The front door: ticket, email, or chat.
Raise issues however your team prefers. Every request gets a ticket number, a priority and an owner at intake, so nothing lives in someone's inbox. The helpdesk also handles the everyday stream: onboarding, licence changes, access requests, how-to questions.
- Ticket portal, email, and chat intake
- Priority classification at intake, visible to you
- New starter and leaver processing
- Access and licence change requests
- How-to answers with written steps
- Monthly ticket and SLA report
Six operational facts, not adjectives.
30-minute response, contracted
Managed clients get a 30-minute response SLA in writing. That is time to an engineer working the ticket, not an auto-acknowledgment email. Misses are documented in the monthly report.
One desk for every city
A team in Mumbai, a warehouse in Kolkata and a founder in Bangalore all raise tickets in the same queue, see the same SLAs and get the same engineers. No per-city vendor patchwork.
~80% resolved remotely
Roughly 8 in 10 tickets close via secure remote session without waiting for anyone to travel. Distance from our Hyderabad HQ does not change how fast your software problems get fixed.
Hyderabad HQ, real engineers
Our support desk and on-site team operate from Gachibowli, Hyderabad. We tell you plainly which cities get same-day hands-on and which get scheduled visits, no fabricated "local offices".
Every ticket documented
Root cause, fix and prevention notes on every closed ticket, rolled into a monthly report. When you leave, the runbooks and documentation go with you.
Security-first remote access
Consent-based sessions, named engineer credentials, audit logs, MFA on our side. Remote tools are enterprise-grade and every session is visible to the person being helped.
What separates a support operation from a guy who answers the phone.
Runbooks per client, not tribal knowledge
From onboarding onwards we document your environment: network diagram, server inventory, admin accounts, licence map, vendor contacts. Any engineer who picks up your ticket sees the full picture in minutes.
- Asset and access inventory built at onboarding
- Known-issue history searchable per client
- Vendor and ISP escalation contacts on file
- Handover-ready documentation, always current
Measured SLAs with monthly evidence
Every ticket carries timestamps from intake to close. The monthly report shows response and resolution performance against the SLA, ticket volume by category, and the trend line, so you can hold us to the contract with data.
- Response and resolution times per ticket
- SLA hit rate reported monthly
- Volume by category and by location
- Misses documented with reasons, not hidden
Root-cause bias over quick patches
A rebooted router is a symptom treated, not a problem solved. When the same issue appears twice we flag it, find the cause, and propose the permanent fix, even when the permanent fix means fewer tickets for us.
- Recurring issues flagged automatically
- Prevention recommendations in the monthly report
- Post-incident reviews for every P1
- Fix-forward mindset written into ticket closure
Access hygiene you can audit
Support requires access, and access requires discipline. Named accounts, MFA, least privilege, consent-based sessions, and an access register you can review or revoke at any time. NDAs signed before the first ticket.
- Named engineer accounts, never shared logins
- Session logging on remote assistance
- Access register reviewable on demand
- NDA and confidentiality from day one
Teams that outgrow "ask the office IT guy".
Multi-city companies
Head office in one metro, branches or warehouses in three others. One helpdesk, one SLA, one monthly report covering every location instead of a different vendor per city.
Startups & scale-ups
Funded teams of 20-200 hiring faster than IT can keep up. Laptop onboarding, M365 or Workspace hygiene, and someone to call when the demo-day WiFi dies.
SME offices
10-50 staff with laptops, a file server or NAS, WiFi and a printer that everyone hates. The classic profile: helpdesk plus periodic on-site keeps it all running.
Professional services
Law firms, CA practices, consultancies. Confidentiality-heavy support: NDAs, named engineers, document management and secure remote access for partners who travel.
Clinics & healthcare
Patient-record systems, diagnostic device connectivity, strict uptime windows. Remote-first support with carefully scheduled on-site work around clinic hours.
Retail & distribution chains
POS terminals, barcode scanners, store WiFi and ERP clients across many small sites. Remote resolution keeps stores selling; visits are batched by region to control cost.
Exactly what "pan-India support" means, city by city.
| Remote support | On-site support | Typical on-site scheduling | |
|---|---|---|---|
| Hyderabad | Full desk, 30-min SLA | Own engineers from Gachibowli HQ | Same day |
| Mumbai | Full desk, 30-min SLA | Scheduled engineer visits | Typically 24-72 hours |
| Bangalore | Full desk, 30-min SLA | Scheduled engineer visits | Typically 24-72 hours |
| Delhi NCR & Gurugram | Full desk, 30-min SLA | Scheduled engineer visits | Typically 24-72 hours |
| Kolkata | Full desk, 30-min SLA | Scheduled engineer visits | Typically 24-72 hours |
| Other India cities | Full desk, 30-min SLA | Visit or vetted field tech, scoped at triage | Confirmed per ticket |
How we decide what gets fixed remotely and what gets a visit.
| Feature | Remote support Default channel | On-site dispatch When hands are needed |
|---|---|---|
Share of tickets | ~80% of all tickets | ~20% of all tickets |
Typical problems | Software, email, accounts, cloud, config, malware | Hardware swaps, cabling, network installs, physical server work |
Time to an engineer | 30 minutes for managed clients | Scheduled visit, confirmed at triage |
Coverage area | All of India, any city with an internet connection | Same-day in Hyderabad; scheduled visits in other metros |
How it starts Every ticket starts remote. We only dispatch when remote diagnosis proves hands are required. | Ticket, email, or chat | Escalated from a remote session |
What you see | Consent prompt, visible session, ticket notes | Named engineer, visit window, work summary |
Cost profile | Included in support plans | Included in Hyderabad; travel scoped in advance elsewhere |
Brand-agnostic across the stack your team already uses.
The numbers behind "we respond fast".
Resolution target
2-4 hours
Example incidents
- Server, firewall, or core switch down
- Company-wide email or internet outage
- Ransomware or active security incident
- ERP or POS down across locations
Resolution target
Same business day
Example incidents
- One user cannot send or receive email
- Department printer or shared drive down
- VPN failing for a remote worker
- Backup job failed overnight
Resolution target
24-48 hours
Example incidents
- New starter onboarding and device setup
- Software install or licence change
- How-to and configuration questions
- Scheduled maintenance requests
P1 coverage is 24/7 including public holidays. P2 and P3 follow contracted business hours unless after-hours cover is added. New enquiries from companies not yet under contract receive a first reply within 4 business hours. SLA performance is reported monthly; misses are documented, not buried.
What happens when the first engineer cannot crack it.
- 01L1· 0-30 minutes
Frontline engineer picks up
A support engineer takes ownership within the 30-minute SLA, reproduces the issue, and applies known fixes from the runbook library. The majority of tickets close at this level.
- Ticket owned and classified
- First diagnosis in the ticket notes
- 02L2· If unresolved within the resolution window's first half
Specialist escalation
The ticket moves to the discipline specialist: networking, servers, M365, Workspace, or security. L1 stays attached so nothing is re-explained. You are told the escalation happened, not left guessing.
- Specialist owner assigned
- Updated diagnosis and plan shared with you
- 03L3· Complex incidents
Senior engineer & vendor escalation
A senior engineer takes command for architecture-level faults, and we open cases with vendors (Microsoft, Google, your ISP, hardware OEMs) under our accounts and pressure so you are never the one on hold.
- Vendor cases opened and tracked
- Workaround in place where possible
- 04Review· Within 2 business days of closure
Post-incident review
Every P1 and every escalated incident gets a written review: root cause, timeline, what we are changing so it does not recur. Recurring patterns feed the monthly report and, where relevant, a prevention recommendation.
- Written incident report
- Prevention actions with owners
From "something is broken" to closed, in four steps.
- 1
Intake & triage
Within 30 min
Raise the issue by ticket, email, or chat. We classify priority, capture the affected system and user, and assign the right engineer. You get a ticket number and a priority immediately.
- 2
Remote diagnosis
15-60 min
Engineer opens a consent-based remote session, or works the server and cloud side directly. Root cause is written into the ticket as we go, not reconstructed afterwards.
- 3
Fix or dispatch
Per SLA
Around 80% of tickets end here with a remote fix, tested with the affected user. If hands are required, we schedule the on-site visit at triage and tell you the confirmed window.
- 4
Close & document
Same day
Ticket closed with root cause, fix and prevention notes. Recurring patterns are flagged in the monthly report with a recommendation to stop them at the source.
Not sure if you need support, managed IT, or an AMC?
Send us your last three months of IT pain (even informally: "the server keeps hanging, two laptops died, nobody owns the WiFi") and we will map it to the right model in one reply. If plain per-incident support is the honest answer, that is what we will recommend.
- IT support: fast response when things break, SLA-backed
- Managed IT: we own the environment end to end, proactively
- AMC: annual maintenance keeping hardware and infrastructure serviced
“We have offices in Hyderabad and Mumbai and a plant near Kolkata, and before this every location had its own computer vendor and its own excuses. Now everything goes into one queue, the response times are actually measured, and the monthly report tells me exactly where IT time is going.”
The questions people ask before signing, answered straight.
What the first week with us looks like.
Days 1-2: access and inventory
- NDA and support agreement signedSLA and scope in writing before any access
- Admin access granted and registeredNamed accounts, MFA, least privilege
- Asset and licence inventory capturedDevices, servers, tenants, subscriptions
- Vendor and ISP contacts collectedSo escalations never wait on a phone hunt
Days 3-4: environment baseline
- Network and server documentation draftedThe runbook every future ticket leans on
- Known issues and pending risks loggedThe honest starting picture, in writing
- Priority definitions agreed with youWhat counts as P1 for your business
- Escalation contacts named on both sidesWho calls whom when it is serious
Day 5: go live
- Ticket channels opened for your teamPortal, email, and chat intake live
- Team briefing session delivered20 minutes: how to raise a good ticket
- First monthly report date setThe measurement clock starts immediately
Go deeper on the support model.
IT Support Hyderabad
Our home city, with same-day on-site dispatch and the full local support operation for Hyderabad offices, from HITEC City to Gachibowli.
Learn moreRemote IT Support
How the remote desk actually works: secure session flow, first-call resolution rates, and what gets fixed without anyone travelling.
Learn moreManaged IT Services India
When support tickets reveal deeper problems: full ownership of your IT estate with monitoring, patching, security baselines and a roadmap.
Learn moreTell us what keeps breaking. We will tell you how we would fix it.
Three-minute form: headcount, cities, current pain points. First reply within 4 business hours with a scoping call slot and a written SLA proposal to follow. No phone tag, no obligation.
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