Services are billed per user on a monthly basis for unlimited incidents and requests, making it the perfect choice for growing customers and Managed Services Providers.
Cost-conscious low-volume customers will appreciate our per-incident billing, with plans starting at packages for 20 incidents.
Dedicated full-time resources are available for any shift (e.g., daytime weeks, daytime nights, weekends, etc.) and are billed hourly in USD.
ITIL v4 certified operations leaders and a dedicated, on-site trainer
True Coverage for Service Desk and NOC with Live Answer at all times
Obsessive approach to KPIs that adhere to our defined operational and financial models
Fast, pain-free onboarding process / Play your way, Pay your way
Live Virtual Help Desk only employs North American-based resources.
Business and After Hours Services
LVHD offers Business Hours and Afterhours NOC services and Helpdesk. This service is dependent on the PARTNER’s RMM and/or PSA ability to suppress alerts during the hours that are outside the purchased time period from being sent to LVHD
Helpdesk Services
LVHD provides telephone and inbound electronic ticket support. Helpdesk technicians will provide desktop support via remote connection using the Partner’s RMM. Services are provided at a fixed monthly fee.
24x7x365 NOC Services
True value from IT comes from proactivity, and LVHD’s NOC services deliver this in spades – using industry-leading Remote Monitoring & Management platforms, LVHD provides true 24x7x365 device monitoring and patching to improve uptime and system integrity.
A true ‘Managed Service’ LVHD’s NOC not only detects but also remediates service interruptions, escalating back to the partner only in rare cases where on-site intervention is required.
Proudly Canadian and established in 2009; Founder still involved day-to-day in the business.
LVHD’s technical team includes well over 100 team members, ranging from NOC to Tier I/II/III and Project Resources. LVHD supports tens of thousands of users and devices globally.
We define a Call Answer as a live answer within 3 minutes – we hold ourselves to a high standard and deliver for our customers and their users.
When considering both incidents (reactive, ‘need help now’ tickets) and requests (IMAC, new users tickets, etc) from tens of thousands of users, having an average of only 35 tickets in our queue at any given time is a clear indicator customer experience.
"LiveVHD has been a fantastic partner to work with over these past 10+ years. We could not do provide the quality of support at the capacity that we do for our clients across the nation without them! "
“We have been working with Live Virtual Help Desk for the past 5 months, and we have found them to be knowledgeable, professional, and extremely helpful. In a very short time, we were fully integrated into their support structure and our clients were immediately assisted.”
“Live Virtual Help Desk is the perfect extension to our business, and allows us to provide 24/7 support without the cost of needing a large workforce. We are now more agile and can accommodate future growth of our business seamlessly.”
Meticulous attention to our metrics and the customer experience
Since 2009, Live Virtual Help Desk (LVHD) has built its reputation on providing the highest quality IT Help Desk and NOC services to its customers throughout North America and beyond. Headquartered in beautiful Victoria, British Columbia, LVHD is proudly Canadian. In an industry with a low barrier to entry, LVHD has had the staying power by focusing on operational excellence and investing in our people. Our labour retention is second-to-none, and our customers love to tell our story.
We set up a DID for phone support and connect with our partner’s email system, customize our answer script, and we are ready to go!