One clear support path, with hours and expectations published.

Support and scope

What support actually looks like.

How a request is handled

Your people ask in a private chat in the Baseline app inside Microsoft Teams. If Teams is unavailable, they text the Baseline number and follow the same path.
Business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time.
Initial response within 30 minutes during business hours.
Most ordinary covered requests target resolution in 2 to 4 business hours.
A technician starts finding or fixing the cause within 24 business hours.
Critical requests during business hours skip scheduling and get a direct call.

Service model

Support is available Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time. A request sent after hours is picked up at the next business opening. Baseline helps through Teams, text, phone, and a secure remote connection to the computer.

There is no 24-hour help desk. Automated security protections run continuously. They do not stop at 5:00 p.m. Baseline does not provide a human security team watching and responding to every alert 24 hours a day. The complete list of protections is on the Security and Standard page.

Baseline does not repair physical equipment and does not send its own technician, but it will help you choose replacement equipment and arrange somebody to install it. Any work that is not part of the managed Microsoft setup is quoted and billed at $95 per hour, in 15-minute increments, rather than turned away.

Baseline does not sell a 24-hour help desk because the setup it builds has very few locally critical components that an after-hours technician could repair. That is a design decision, and it is reflected in the price.

Included, billed hourly, not offered

What is included, what is billed by the hour, and the two things Baseline does not sell.

Included in the monthly price

Remote support for Windows and the managed Microsoft setup
Company sign-in, password-free sign-in, and access changes
Adding and removing people
Managed computer configuration and enrollment
Requests raised through the Baseline app in Microsoft Teams

Billed by the hour, at $95

Almost any other technical problem your business runs into, including office wifi, printers, scanners, and third-party programs
A computer that is not connected to Baseline, when the managed Microsoft setup is not the cause
Choosing replacement equipment, and arranging somebody to install it
Moving shared company files at $0.99 per GB
Manual folder mapping, deciding who can open or change which folders, and unusual logistics

Not sold by Baseline

Live help outside published business hours
A round-the-clock team watching and responding to every security alert

Baseline is remote, so it does not send its own technician to your office. When a job needs hands on site, Baseline arranges a local contractor.

Out of scope means out of the monthly price. It does not mean Baseline will not help. If your office wifi drops, a scanner stops working, or a program you depend on breaks, bring it to the same support desk. Baseline will work the problem and bill the time at $95 per hour, in 15-minute increments. On equipment and software Baseline does not manage, the effort is the promise, not a particular outcome.

Microsoft and internet provider outages are outside Baseline’s control. The Baseline application itself is monitored continuously.

The path a request takes

One place to ask, another way if Teams is down, and a faster path for urgent problems.

Ask in Teams

Your people ask in a private chat in the Baseline app inside Microsoft Teams. That is the primary path, and it is where your team already works.
Or text, if Teams is down

If Teams is unavailable, they text the Baseline number and follow the same path. A request never depends on the thing that broke.
Response, then progress

Initial response within 30 minutes during business hours. Most ordinary covered requests target resolution in 2 to 4 business hours.
Escalation

Critical requests during business hours skip scheduling and get a direct call. A technician starts finding or fixing the cause within 24 business hours.

What the response targets mean

Initial response means a person has acknowledged the request inside business hours.

Meaningful technical attention means a technician engages and makes progress toward diagnosis or resolution.

The resolution target applies to most ordinary covered requests. It is a target, not a guarantee, and it is published so you can hold it against what you get.

Why the model is built this way

Baseline is designed so email, files, employee sign-in, and everyday work do not depend on a server sitting in your office. That makes most problems possible to handle remotely during business hours, so the service invests in prevention and repeatable setup rather than staffing a general after-hours help desk. That is a design decision, and it is reflected in the price.

Common questions

The ones worth answering before you sign.

What happens to a request sent at nine in the evening?

It waits until the next business opening. There is no 24-hour help desk, and business hours are Monday through Friday, 8:00 a.m. to 5:00 p.m. Mountain Time.

Is security monitored overnight?

Security coverage is preventive rather than monitored around the clock. That distinction is deliberate, and the exact scope is set out on the Security and Standard page.

What if the problem is the physical computer?

Baseline manages Windows and the Microsoft setup rather than the physical computer, so a failed machine is replaced by the company and the replacement is configured to the standard. Baseline will help you choose what to buy and can arrange somebody to set it up. That help is billed at $95 per hour rather than included in the monthly price.

Can someone come to our office?

Baseline is remote and does not send its own technician. When a job genuinely needs hands on site, Baseline arranges a local contractor, and stays involved so the person arriving already knows what the problem is.

Our office wifi keeps dropping. Is that your problem or ours?

Bring it to the support desk. Your office network is not part of the managed Microsoft setup, so it is not in the monthly price, but the desk will work it the same way it works anything else and bill the time at $95 per hour. If the answer turns out to be new network equipment, Baseline will help you choose the right kit and arrange somebody to install it.

Is there anything you will not look at?

Very little. The published limits are the two on this page: no live help outside business hours, and no round-the-clock team watching security alerts. Beyond that, if it is technical and it is stopping your business working, bring it to the desk. Work outside the managed Microsoft setup is billed by the hour rather than refused.

What if Microsoft itself is down?

Microsoft and internet provider outages are outside Baseline’s control. The Baseline application itself is monitored continuously.

The next step

See whether the support model fits how your company works.

If the published hours and the remote model fit how your company actually works, the next step is a conversation about the rest.

See if Baseline fits See pricing and fit

In 30 minutes, we will map how your company works today, show what Baseline would change, and outline the clearest path forward.