Loopback’s helpdesk is the front door of the service. Staff get a person who can reset access, unstick Microsoft 365, stop malware, and escalate to on-site when remote is not enough. We measure response and resolution because “we’ll get back to you” is not a service level.
The problem
Internal IT that is one person — or a vendor who only emails during business hours — leaves the business hanging the moment something breaks at 6 p.m. or on a job site.
The outcome
Unlimited business-hours support on all plans, 24/7 coverage for managed environments, remote-first resolution, and on-site when the problem lives in the room.
Remote support first
Most issues are resolved in a remote session: software, email, identity, printers, malware. You are not paying for a drive-out on a password reset.
On-site when it matters
Hardware failures, messy wiring closets, and problems that refuse to reproduce over a remote tool get a person in the room — where available under your plan.
Ticket discipline
Every request is tracked. You can see what was asked, what was done, and what is still open. That is how 137,000+ tickets get closed instead of lost in inboxes.
A team, not a hero
Coverage does not depend on one employee’s vacation calendar. The queue is staffed. Escalation paths exist.
Questions
How fast do you actually respond?
Our average ticket response time is 14 minutes. Average resolution is 1 hour 10 minutes. Guaranteed response times are written into the managed service agreement for your plan.
Should I email the website form for a broken laptop?
Use the support platform or email help@loopbackinc.com so it is ticketed right away. The website form is for new business. If something is already down, calling or ticketing is the fastest way to a technician.