Slack, email, phone — your call. EN · 普通话 · 粤语 live on every shift. ≤ 4h first-reply, named pod, no ticket round-robin. Your stack stays in their heads. Slack、邮件、电话,你选。中 · 英 · 粤,每班都在岗。≤ 4 小时首次响应,固定团队,工单不轮转。你的系统就装在他们脑子里。
If it has a screen, a login, or a power button — it lives somewhere on this list. We're not a SOC, we're not a dev shop, but we are the first call when "the thing isn't working."凡是有屏幕、登录或电源开关的东西,基本都在这张表里。我们不做安全运营中心、也不接开发,但"东西不工作了"时第一个找的就是我们。
Outlook won't sync, Teams meeting won't share, "deleted email" recovery, mail rules that fight you, calendar sharing — the long tail of office-day-to-day.Outlook 同步不上、Teams 共享屏幕坏了、"误删邮件"找回、邮件规则打架、日历共享 —— 办公场景的长尾。
Screen flicker, dead keyboard, fan noise, dock that won't dock, the printer that's haunted. Diagnose first, replace second — we don't reflexively buy.屏闪、键盘死了、风扇噪音、扩展坞接不上、闹鬼的打印机。先诊断、再换 —— 不会条件反射地买新的。
Onboarding new staff, offboarding (clean), MFA reset, license assignment, that one shared mailbox nobody knows the password to.新员工入职、(干净的)离职、MFA 重置、license 分配、那个没人知道密码的共享邮箱。
Adobe, AutoCAD, accounting software, that one industry SaaS — pushed via Intune / Jamf, license assigned, license audited.Adobe、AutoCAD、会计软件、那个行业专属 SaaS —— 通过 Intune / Jamf 推送、分配 license、license 定期审计。
iPhone / iPad / Android — work-profile setup, mail config, MDM enrollment, lost-phone wipe, and the eternal "iCloud asking for the dead employee's password."iPhone / iPad / Android —— 工作配置、邮件设置、MDM 注册、丢失抹除,以及"iCloud 索要离职员工密码"这种永恒难题。
Suspected phishing, "weird email from CEO", brute-force on a login, lost laptop, compromised vendor — quick triage, contain, then escalate (to security pod).疑似钓鱼、"老板发了条奇怪邮件"、登录被暴破、笔记本丢失、供应商被入侵 —— 先快速分诊、控制、再升级到安全团队。
The first month, we learn your stack. By month three, the people on the desk know your team better than half your team knows your team.第一个月学你的系统。到第三个月,支持台的人比你团队一半人都熟你团队。
A senior pod-lead sits with your team for a week — learns the org chart, the tools, the shared logins, the people-quirks. We document everything, with permission, in a private knowledge base only your pod sees.资深支持组长跟你团队待一周 —— 摸清组织图、工具、共享登录、个人习惯。在仅你团队看得到的私有知识库里写下来(经你许可)。
From the discovery week, we draft 20 articles covering the most common asks: how to onboard, how to log in, how to reset MFA, how to print to the back-room printer, how to forward voicemail. Bilingual from day one.基于探查周的笔记,先写 20 篇文章覆盖最常问的事:入职流程、登录、MFA 重置、连后场打印机、转接语音邮件。第一天就双语。
From here on, the day-to-day is invisible (in a good way). Slack, email, phone — pick up, fix, document, close. Every closed ticket prompts a 1-tap CSAT. We share the rolling score with you weekly.从这里开始,日常隐形(好的那种)。Slack、邮件、电话 —— 接、修、记录、关单。每个关单都有一键满意度评分。我们每周把滚动分数同步给你。
Every month: a one-pager with ticket volume, top categories, response times, CSAT, and the systemic fixes we'd suggest (e.g., "consider replacing the Brother MFC — caused 8% of tickets last month"). Every quarter: a 60-min in-person review.每月一份单页报告:工单量、热门分类、响应时间、满意度、以及我们建议的系统性改动(比如"建议换掉那台 Brother 多功能机 —— 上月占工单 8%")。每季度 60 分钟到场复盘。
Every quarter we look at the top-5 recurring ticket types and propose a one-time fix that retires them — buy the right cable once, change the M365 group, write a self-serve KB. We'd rather solve them than bill them.每季度盘点反复出现的工单 Top5,提一个一次性修复方案 —— 买对的线、改 M365 组、出一篇自助文档。我们宁可解决,不愿一直收钱。
If you've already paid for a helpdesk tool, we work in it. If we're picking — these are the ones that don't fight the engineer at 5pm Friday.已经买了支持台工具,我们用你的。让我们选 —— 这些是周五下午 5 点不会跟工程师打架的。
If yours isn't here, write to [email protected]. A real engineer answers within 4 business hours.没列到的问题,发给 [email protected]。真人工程师 4 小时内回。
≤ 4h business hours on tier 02; ≤ 1h on tier 03; 15-min on tier-03 P1 outages. Median over the last 30 days: 47 minutes. We share the live number monthly.tier 02 工时内 ≤ 4 小时;tier 03 ≤ 1 小时;tier 03 的 P1 故障 15 分钟响应。过去 30 天中位数 47 分钟,数据每月同步。
English, 普通话, 粤语 — all live. Documentation is dual-language (EN + 中文) by default. We'll tell you the per-engineer language coverage during onboarding so the routing makes sense.英语、普通话、粤语,全部能做。文档默认中英双语。接入时我们会告诉你每位工程师的语言覆盖,排单时会按语言路由。
Mon–Fri 8a–7p PT default. Add 24/7 on tier 03. Outside hours on tier 02 we monitor email; non-emergencies wait until morning.默认周一至五 PT 8 点至 19 点。tier 03 含 24/7。tier 02 在工时外监控邮件,非紧急事项等到次日早上。
10 seats. Below that, the per-seat pricing makes the unit cost too high — we'll suggest a self-serve M365 / GWS setup + a security checklist instead and send the checklist for free.10 席。再少,单价就贵了 —— 我们建议直接用 M365 / GWS 自助 + 一份安全清单,清单白送。
1–2 weeks: 1 week of discovery (sit-with), 1 week to draft the first 20 KB articles. From day 8, the desk is live and humans are picking up.1–2 周:1 周探查(陪坐)、1 周撰写首批 20 篇知识库。第 8 天起支持台上线,真人接单。
Yes — common scenario. We've absorbed internal-IT roles where the lone IT person left or burned out. We document everything, hand off cleanly when (or if) you re-hire internally.能 —— 常见场景。曾接手过"唯一的 IT 人离职或耗尽"的局面。我们把所有事写下来,你以后(如果)重新内招时干净交接。