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Helpdesk Support

We offer a level for everyone with our Helpdesk Support plans by customizing the services to fit the needs of your business. Our technicians and engineers will work to solve your issues without unexpected expenses.

*Online Helpdesk - HIG Recommended

Submitting a ticket digitally will provide our Helpdesk team with the imperative information needed to help resolve your issues or requests in the most efficient manner. You can also .(JavaScript must be enabled to view this email address).

If you already know your Teamviewer ID, please place it in the Ticket Description.

Phone Support

Office Hours: 

Monday - Friday from 6:30am to 7:00pm

Support Line: 

844.CALL.HIG (844-225-5444)

Please note emergency calls placed after hours will be prompted to leave a message with your contact information and a brief description of the issue.

Download Teamviewer

  1. Please download Teamviewer 
  2. Our IT staff will walk you through the process to get your Remote Session started.

Download Teamviewer

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OUR SUPPORT PLANS

Help Desk Bronze Level

Bronze

Starting at $25 per user.

  • Unlimited end-user helpdesk phone and remote support for workstations (Laptops, Desktops, and Tablets running Windows Vista, 7, 8 or 8.1)
  • 4 Hour response time by phone (Monday - Friday 6:30 am - 7:00 pm Eastern Standard Time)
  • Unlimited Microsoft Office product support (Word, Excel, PowerPoint, Outlook, Publisher, Access, etc.)
  • Staff education for hardware and software

Helpdesk Support Silver Level

Silver

Starting at $38 per user.

  • Includes all features from Bronze Support package.
  • Unlimited end-user helpdesk phone and remote support for mobile devices (Android, iPhones, or Windows phone or tablet devices.)
  • Onsite support after remote diagnostics
  • Software licensing, management, and compliance
  • System inventory and asset management

Helpdesk Support Gold Level

Gold

Starting at $45 per user.

  • Includes all features from Silver Support package.
  • PC aging and outdated hardware replacement pipeline
  • Standardization of workstation setup and configuration
  • Proactive monthly remote maintenance:
    • Review and install Microsoft Windows & security updates
    • Review anti-virus and anti-spyware program
    • Review event log for critical errors
    • Remove unnecessary startup programs
    • Defragment disk drives
    • Check memory and CPU usage
    • Browser data and cookies clean-up
    • Registry clean-up
    • Delete temp files

Helpdesk Support Platinum Level

PLATINUM

Starting at $60 per user.

  • Includes all features from Gold Support package.
  • Unlimited phone, remote, and on-site support for projects less than 4 hours:
    • Servers
    • Networking Equipment (Switches, Routers, & Firewalls)
  • Critical network and server services monitoring
  • Internet connectivity monitoring

Disclaimer: Client request for on-site support that can be completed remotely will be billed at a per hour rate. Support outside of normal operational hours will be billed at 2 times the cost of business hours billing rates. Projects including but not limited to a server, network or software installation and configuration in excess of 4 hours will be billed at an hourly rate. Support requests are not to violate best practices in terms of security, reliability, and scalability. Higher Information Group maintains the right to deny requests that violate best practices. In some cases, unlimited support may not apply to products not purchased or managed by Higher Information Group. Higher Information Group is not responsible for the cost of replacing failed hardware.