Help desk, part of managed IT
IT help desk support in Orange County.
BRITECITY's help desk is who your staff call or email when something at work stops working: a password, email, a printer, a laptop, the Wi-Fi. It is part of managed IT at $157 per user each month. It is open weekdays 8 to 5 Pacific, with a 24/7 line for emergencies and a 1-hour emergency response.
$157 per user, $17.85 per computer and $16.90 per mailbox each month. $2,500 monthly floor. Month-to-month, 30 days notice to leave.
Explore your options in 30 minutes.
Talk to the Irvine team that would answer your calls. If we are not the right fit, we will say so.
At a glance
- Average first response on highest-priority emergencies, 2026 year to date
- 16 min
- Emergency response commitment
- 1 hour, 24/7/365
- Help desk hours
- Monday to Friday, 8 a.m. to 5 p.m. Pacific
- On site
- Included within 25 miles of Irvine
- Client satisfaction, last 90 days
- 98.4% (SmileBack)
Response figures from our ticketing system. The 1-hour commitment is a service goal, not a guarantee.
How does a help desk ticket move?
From the first call to the fix, one team owns it. Here is the path every request takes.
You call, email or use the portal
Call (949) 243-7440 and press 3, email a ticket, or open one from Client Access. Every request becomes a ticket, so nothing lives in someone's inbox.
Your techTEAM sets the priority
The ticket is triaged by business impact. One person locked out is a normal ticket. The office unable to work is an emergency.
Day-to-day issues are fixed remotely
Most tickets are solved over a remote session the same day or the next business day, by the same small team that already knows your setup.
Emergencies reach an engineer within 1 hour
The on-call engineer comes from your own techTEAM, so an outage is never their first look at your network. The 1-hour response holds 24/7.
Hands on site when the fix needs them
On-site support is unlimited and included within 25 miles of the Irvine office. Every step is logged in the ticket, and repeat problems get a permanent fix.
What does the help desk handle, and what goes to an engineer?
The help desk takes the everyday problems that stop one person from working. Anything that stops the business, or might be a security problem, goes straight to an engineer on the emergency path. Bigger changes are planned and scheduled.
The help desk, day to day
Normal tickets, worked the same day or the next business day.
- Password resets and account lockouts
- Email and Microsoft 365 problems
- Printers, scanners and other peripherals
- VPN and remote access
- Software installs and updates
- Slow or failing computers
- Wi-Fi and network connection problems
- New hires set up, leavers shut off
An engineer now, 1-hour response
Someone cannot work, several people are affected, or there may be a security problem.
- Server or network down for the office
- A suspicious sign-in, a phishing click or a compromised mailbox
- Email or Teams down for the whole company
- A firewall, switch or server that stops
Planned work, scheduled
New initiatives in about a week, major changes in about a month. Larger project work is scoped and billed separately.
- New software rolled out to the company
- Office moves
- Migrations and major upgrades
When is the help desk open?
The help desk is open Monday to Friday, 8 a.m. to 5 p.m. Pacific. The emergency line is open 24/7, every day of the year, with a 1-hour response.
During help desk hours, call (949) 243-7440 and press 3, or email a ticket. Email sent after hours still creates a ticket; it is picked up the next business day. For an emergency after hours, call the same number, press 3, then 8. A live answering service takes the details and pages the on-call engineer from your techTEAM.
Measured first response on highest-priority emergencies averaged 16 minutes in 2026. How the emergency line works
The 1-1-1-1 response policy
- Phone emergencies, 24/7
- 1 hour
- Normal tickets
- 1 day
- New initiatives
- 1 week
- Major changes
- 1 month
Read the full response time policy.
What does IT help desk support cost?
The help desk is not sold by the ticket. It is part of BRITECITY managed IT, at $157 per user each month plus computers and mailboxes, with unlimited tickets. The $2,500 monthly floor is the minimum. Headcount is not a cutoff.
Published rate, each month
- Per user
- $157
- Per computer
- $17.85
- Per mailbox
- $16.90
- Monthly floor
- $2,500
- Contract
- Month-to-month, 30 days notice
Included
Managed IT is billed per user, per computer, and per mailbox each month. Unlimited remote support, unlimited on-site within the included radius, the 24/7 emergency phone line, and the security stack are included at that rate.
Priced separately
Project work and major-incident response are scoped and billed separately. Cybersecurity and cloud services beyond the included stack are priced outside the managed IT rate.
List prices, not a quote. Your total depends on users, computers and mailboxes.
Where in Orange County do we provide IT support?
BRITECITY serves all 34 Orange County cities from 4 Executive Circle, Suite 190, Irvine, CA 92614. Remote support is unlimited everywhere. On-site support is unlimited and included within 25 miles of the Irvine office.
Questions about the help desk
How much is managed IT help desk pricing per user in Orange County?
BRITECITY's published rate is $157 per user each month, plus $17.85 per computer and $16.90 per mailbox. That is the list price, not a quote. Unlimited help desk tickets are included in month-to-month managed IT. The $2,500/month floor is the minimum. Headcount is not a cutoff.
Is your IT help desk open 24/7?
No. The help desk is open Monday to Friday, 8 a.m. to 5 p.m. Pacific. The emergency line is 24/7: after hours, clients call (949) 243-7440, press 3, then 8, and the on-call engineer from their own techTEAM responds within 1 hour. Email sent after hours is picked up the next business day.
What counts as an IT emergency?
Someone cannot work, several people are affected, or there may be a security problem. Those go to the emergency line and get a 1-hour response, 24/7. Everything else goes to the help desk as a normal ticket, worked the same day or the next business day.
What is the $2,500 per month floor for?
The $2,500 per month floor is the minimum. Headcount is not a cutoff. A two-person firm that meets the floor is a fit. Choosing 1-10 people on the booking form is still a fit. It keeps a dedicated Irvine team, weekday help desk hours, and the 24/7 emergency line in scope.
What is the 1-1-1-1 response time policy?
BRITECITY's 1-1-1-1 policy is 1 hour for phone emergencies, 1 day for normal issues, 1 week for new initiatives, and 1 month for major changes. Measured first response on highest-priority emergencies averaged 16 minutes in 2026.
How do existing clients submit a help desk ticket?
Call (949) 243-7440 and press 3 during help desk hours, email a ticket, or start from the Support page or the Client Access portal on britecity.com. For an emergency after hours, press 3, then 8.
Is on-site support included, and what is the radius?
Yes. On-site support is unlimited and included, with no trip charge, within 25 miles of the Irvine office near John Wayne Airport. Most tickets are fixed remotely. When a fix needs hands, we send an engineer; there is no guaranteed arrival time. Coverage beyond 25 miles is on the on-site support page.
Related
Managed IT services →
The full service the help desk is part of: monitoring, security, Microsoft 365 and planning.
Emergency IT support →
How the 24/7 emergency line works after hours, step by step.
On-site support →
What is included within 25 miles of Irvine, and how coverage works beyond it.
Response time policy →
The 1-1-1-1 policy: 1 hour, 1 day, 1 week and 1 month.
Meet the team that would answer your calls.
Thirty minutes is enough to know whether we are the right fit. If we are not, we will say so.
Already a client? Start at Support or Client Access.