SMB Plans

Small-Medium Business help desk services at a small business price.


SMB Help Desk Plan

Our SMB Help Desk Services have been specifically designed to help your small and medium sized business provide first-class help desk services to your employees and/or customers at a small business price. We have taken our Enterprise help desk services and simplified them into packaged services called Express Support to meet your small-medium business needs. These packages range from 250 incidents per month to as many as 500 incidents per month.

Expertise of Staff

The team at Waince International handles calls from multiple SMB customers on the same software and systems every day. For instance, Waince International might get a call on the same Outlook question from four different customers; whereas, your help desk might only get that type of call once every other day. This type of repetition coupled with our staff's level of training creates a level of expertise that is not normally found on an internal corporate help desk never mind a small business help desk.

Leveraged Resources

Investing in a call tracking or phone ACD system, you don't get the benefit of leveraging that cost over multiple customers. We do. When you hire additional staff for current or extended hours and the call volume does not utilize them fully, you have no other call volume to give them, but you still pay their salary and benefits. We leverage staff over multiple SMB customers to fulfill that utilization rate.

Improved Service Levels

Waince International uses predictable, repeatable processes to deliver consistency that guarantees quality service to your callers. Since these processes are distinct and succinct, they facilitate one call resolutions. In other words, callers aren't bounced around, resulting in quicker resolution times and higher caller satisfaction.



About Us


Let's Talk About Your Help Desk Needs

Give us a call today and let us help you identify your needs to build a help desk outsource solution that will delight your employees or customers and allow you to gain a competitive advantage in the marketplace.

SMB Help Desk Pricing

Features Express 250 Express 500
Call Volume (Up to) 250 Incidents/Mo 500 Incidents/Mo
Hours (Daily Span) of Coverage 12 hours 16 hours
Price Per Month Call for price Call for price
Days of Coverage Mon-Fri Mon-Fri
Weekend Coverage Option1 1 1
5x24x365 Coverage Option2 2 2
7x24x365 Coverage Option3 3 3
Access Help Desk via Phone
Access Help Desk via Email
Service Levels (SLAs)    
Average Speed of Answer = 90 sec = 60 sec
Average Abandon Rate = 7% = 6%
Email Response Time = 2 hours = 1 hours
Support    
Access to Tracking System 2 licensed users 2 licensed users
Branded Toll-Free #
Remote Control by Agents
Active Directory by Agents
Password Resets
MS Office XP/03/07/10
MS Outlook XP/03/07/10
Internet Explorer 6.0+
VPN (client side)
Virus Protection(client)4 4 4
Network Connectivity(client)
General PC hw diags
Windows XP/2007/7
Top 10 FAQs5 5 5
Reporting    
SLA Assessment Report
Category Report
Volume By Location Report
One-Time Setup Fee Required

1,2,3 Price subject to change with weekend, 5x24 and 7x24 coverage options selected.
4 Re-installs and update assistance.
5 Top 10 FAQs/answers to be defined.