About Mission Control

About Mission Control

We partner with Mission Control to handle part of our Help Desk support. They are a Canada-based company that serves as an extension of our team, providing front-line assistance to end users for common technical issues such as password resets, email or connectivity problems, and other day-to-day support requests. Mission Control works under our company’s name and follows our procedures, so clients experience seamless service. This partnership allows us to provide extremely responsive (and often 24/7) help desk support for customers who pay for this level of service. We can also send tickets from those help desk customers to MC during business hours if we do not have the resources to handle them promptly. This helps ensure help desk clients clients always have access to responsive, professional support.


Things we ask MC not to do

Our policy is that MC not handle: 
  1. VPN Troubleshooting
  2. New user (new contact) onboarding
  3. Workstation setups, removals or swaps
MC is instructed to "escalate" these items back to us. When they do so, a Slack message appears in each team member's Slackbot channel so that we can respond to the escalation as quickly as possible. 



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