Clear, predictable pricing for
24x7 IT helpdesk support.
SKYTEK delivers Fortune 500-level user support, with US-based engineers, 15-minute response SLAs, and Tier 1–3 escalation under one fixed monthly fee per user.
Three plans. Transparent pricing. Designed for organizations from 50 to 5,000+ users who need dependable, accountable support.
<15m
Avg First Response
97%
First-Contact Resolution
4.9/5
Avg CSAT Score
24×7
365 Days a Year
Helpdesk Plans
Pricing built around
how your users work.
Per-user, per-month pricing with a 12-month initial term. Upgrade anytime, cancel at renewal with 60 days’ notice. No per-incident fees, no markup on tooling, no surprise bills.
Helpdesk Essential
Foundational support coverage for teams that operate during business hours.
$39 / user / mo
Billed monthly · 50-user minimum
What's included
- Coverage Mon–Fri, 7am–7pm ET
- Email & portal ticket submission
- Tier 1 & Tier 2 engineering coverage
- 4-hour first-response SLA on critical incidents
- Microsoft 365 administration
- Endpoint & user account management
- Standard ITIL incident, request & change processes
- Monthly KPI & ticket-volume reporting
Helpdesk Pro
Round-the-clock support with full Tier 1–3 depth and US-based engineers.
$59 / user / mo
Billed monthly · 50-user minimum
+ Everything in Essential, plus
- Coverage 24×7×365 with live engineers
- Phone, chat & portal support channels
- Tier 1, 2 & 3 engineering escalation
- 15-minute first-response SLA on P1 incidents
- US-based service desk engineers
- Dedicated support phone line
- After-hours on-call escalation
- Quarterly business reviews with named CSM
Helpdesk Elite
White-glove support for enterprises with VIP requirements and custom SLAs.
$89 / user / mo
Billed monthly · 100-user minimum
+Everything in Pro, plus
- Named dedicated support team
- VIP services — immediate & prioritized routing
- Custom SLA with financial backing
- Onsite dispatch coordination & smart-hands
- Multi-site & multi-tenant ticket routing
- Custom integrations (Teams, Slack, ServiceNow)
- Monthly QBRs with executive sponsor
Detailed Comparison
Every feature, side by side.
The complete breakdown of what’s included in each Helpdesk plan. Items marked Add-On can be purchased à la carte at any tier.
| Helpdesk Service Plans |
Essential $39 / user / mo |
Pro $59 / user / mo |
Elite $89 / user / mo |
||
|---|---|---|---|---|---|
| Coverage & Availability | |||||
| Helpdesk hours | M–F · 7a–7p ET | 24×7×365 | 24×7×365 + named team | ||
| Live engineer (no chatbots / IVR) | |||||
| US-based service desk engineers | — | ||||
| After-hours on-call escalation | — | ||||
| Response & Resolution SLA | |||||
| P1 (Critical) first response | 4 hours | 15 minutes | Custom (5 min target) | ||
| P2 (High) first response | 8 hours | 1 hour | 30 minutes | ||
| P3 (Normal) first response | Next biz day | 4 hours | 2 hours | ||
| P4 (Low / request) first response | 2 biz days | 1 biz day | 4 hours | ||
| SLA financial backing | — | — | |||
| SUPPORT CHANNEL | |||||
| Email & web portal | |||||
| Phone support | Add-On | ||||
| Live chat | Add-On | ||||
| Microsoft Teams / Slack integration | — | Add-On | |||
| Dedicated support phone number | — | ||||
| VIP services — prioritized routing | — | Add-On | |||
| Engineering & Escalation | |||||
| Tier 1 (frontline) support | |||||
| Tier 2 (advanced) engineering | |||||
| Tier 3 (senior architect) escalation | Add-On | ||||
| Onsite dispatch / smart-hands | Add-On | Add-On | |||
| Named engineering team | — | — | |||
| Reporting & Account Management | |||||
| Monthly KPI & ticket-volume reporting | |||||
| Custom dashboards & analytics | Add-On | ||||
| Quarterly business reviews | Annual | Quarterly | Monthly | ||
| Named Customer Success Manager | Pooled | ||||
| Executive sponsor | — | — | |||
SLA Framework
Response targets you can plan around.
Every Pro and Elite ticket is routed by priority and answered within published SLA targets. Pro plans publish standard SLAs; Elite plans negotiate custom SLAs with financial backing.
Pro Plan SLA Matrix
| Priority | Definition | First Response | Target Resolution |
|---|---|---|---|
| P1 — Critical | System down, business halted | 15 min | 4 hours |
| P2 — High | Major impact, workaround possible | 1 hour | 8 hours |
| P3 — Normal | Single user, productivity affected | 4 hours | 2 biz days |
| P4 — Low | Standard service request | 1 biz day | 5 biz days |
How users reach us
Phone
Dedicated number with live engineer pickup
Auto-routed to the right tier and queue
Live chat
Embedded in your portal & intranet
Self-service portal
Knowledge base, status & ticket tracking
Teams & Slack (Elite)
Native ticketing inside collaboration tools
Why SKYTEK Helpdesk
Built different Operated differently.
We’re not a call center with a script. We’re a senior-led engineering organization that happens to run a great helpdesk — and you can feel the difference from ticket one.
SOC 2 Type II
Independently audited security and operational controls. Full report available under NDA.
ITIL v4 Aligned
Incident, request, problem, and change management aligned to ITIL v4 best practices.
No Markup. No Surprises.
Pass-through pricing on all licensed software. What you see on our quote is what you pay.
US-Based Engineers
Pro & Elite plans staffed by US-based, full-time engineers — not seasonal contractors.
FAQ
Helpdesk pricing, answered honestly.
Is there a setup fee?
A one-time onboarding fee applies to cover environment discovery, RMM agent rollout, ticketing portal configuration, knowledge base seeding, and team training. Onboarding typically runs 4–6 weeks for Pro and 8–12 weeks for Elite. The exact fee depends on environment size and is included in your initial proposal.
What's the minimum commitment?
Subscription plans have a 12-month initial term. After that, you can cancel with 60 days’ written notice. We offer 5% off for 24-month and 8% off for 36-month commitments. Block hours have no time commitment — you simply use them within the expiration window.
What counts as a "user" for billing?
A billable user is anyone with an active account that can submit a ticket — typically every employee with a corporate email. Service accounts, shared mailboxes, and read-only kiosk accounts don’t count. We reconcile user counts quarterly so your bill scales with reality.
Can I mix subscription tiers across departments?
Yes. Many clients put their executive team and regulated-business units on Elite while keeping their broader workforce on Pro. We support tier-by-user-group billing under a single master agreement.
What happens during a P1 incident?
P1 incidents on Pro and Elite plans bypass standard queue routing and go directly to a senior on-call engineer. You’ll receive acknowledgement within 15 minutes (Pro) or 5 minutes (Elite custom), a major-incident bridge call within 30 minutes, and continuous status updates every 30 minutes until resolution. A formal post-incident review follows within 5 business days.
Do you support multi-tenant or divisional billing?
Yes. We’re set up to handle consolidated invoicing across business units, separate cost-center billing, and division-specific SLAs under a master services framework. This is standard for our enterprise clients.
What's not included?
Helpdesk plans cover end-user support and standard administrative work. They don’t include: large-scale project work (cloud migrations, M365 rollouts, network builds), penetration testing, advanced cybersecurity beyond endpoint management, custom development, or third-party software costs. Those engagements are quoted separately.
Can I see a sample ticket flow before signing?
Absolutely. We offer a 30-minute live demo of the SKYTEK service desk in action — you’ll see how tickets are created, routed, escalated, and resolved, including the user-facing portal and the engineer-side workflow in Autotask. Schedule a demo and we’ll walk you through it.
Let's elevate your business together.
Transform your IT infrastructure with SKYTEK’s managed cloud, security, and support — and get a single accountable partner for the work that matters.
- No obligation, free consultation
- We'll review your current environment
- Honest answer on whether we're the right fit
Get in touch
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