Responsive IT support for the whole team

Support that works for your team

The most visible part of any IT service is what happens when something goes wrong. A printer drops off, someone can't log in, an application misbehaves, a security alert fires. How quickly and well those things get sorted affects productivity and, over time, how much your staff trust their technology.

Cloddy's helpdesk is included in every managed IT plan. It's not an add-on and it's not billed per ticket.

Problems fixed before you notice them

The best support call is the one that never happens. Our monitoring runs continuously across your devices, servers and network, watching for:

• hardware issues such as low disk space, failing drives and memory problems
• security alerts and unusual activity
• missing updates, which get flagged and patched
• network and connectivity faults
• Microsoft 365 and cloud service health

When something shows up, we investigate and usually resolve it before anyone in your office is affected. That's the difference between a managed service and a break-fix arrangement where you only hear from your IT company once something has already failed.

How your staff get help

• Email. Staff send a note and get a confirmation with a reference number.
• Phone. Speak to a technician directly for urgent issues.
• Support portal. Log, view and track requests online.
• Microsoft Teams. Raise and track issues inside Teams for businesses on Microsoft 365.

Remote support on managed devices

During onboarding we install a secure remote-management and support agent on each agreed computer and server. It lets authorised technicians check device health and connect remotely to investigate and fix problems wherever the device happens to be, as long as it has an internet connection.

Remote access is restricted to authorised support staff, protected by access controls and recorded in our support systems. Depending on the device and the type of session, the staff member may be asked to approve the connection. Where unattended access is part of the agreed service, a technician may connect without the user present for maintenance, security or support work.

We use remote access only for authorised service delivery, maintenance and security purposes under our Terms and Conditions and Privacy Policy. If a device is offline, damaged or can't be reached securely, an on-site visit or another approach may be needed.

The right person for each problem

Not every issue needs the same level of expertise, and matching the right person to the right problem means faster fixes. We use a structured escalation model:

Frontline support handles the everyday: password resets, email problems, printer issues, account unlocks, software questions. Most of these are sorted the same day.

Technical support takes on the more involved problems: network faults, application errors, device configuration, security incidents.

Specialist escalation covers complex infrastructure or vendor-specific issues, with Cloddy coordinating with senior engineers or the vendor throughout.

Response expectations

We set response targets by priority, from business-halting outages through to general questions, and agree them in your service agreement so everyone knows what to expect. Critical issues are picked up first and worked continuously until they're resolved.

Proactive, not reactive

Most IT providers wait for the phone to ring. Cloddy works differently:

• systems are monitored continuously, not only after a failure
• updates and patches go out on a regular schedule, not only when a vulnerability makes the news
• regular reviews pick up recurring issues and their causes
• monthly reports show what was done proactively, not just a list of closed tickets

On-site support when it's needed

Most issues are resolved faster remotely, but some things need a person in the room. Cloddy provides on-site support across Greater Sydney. Visits are included or available as an add-on depending on your plan.

Part of every managed plan

Support and helpdesk are the core of every Cloddy engagement. Your staff always have someone to call, and your systems are always being watched.

Contact Cloddy to talk about managed IT support for your business.