Solutions / Help Desk
Help Desk Tiers: Compare Plans
Flexible IT Support Options for Businesses of Every Size and Complexity
Whether you need help patching software, resolving user tickets, or fully augmenting your internal IT staff, ATS offers a tiered Help Desk model built for how you actually work. Every tier includes certified, U.S.-based support with SLA-backed response times, clear reporting, and secure documentation practices—designed to support regulated environments like GCC and GCC High.
Choose Your Level of Support
Outcome Driven IT Support that Scales with Your Growth
Our Help Desk Services are divided into four clear tiers. Each includes everything in the tier before it, so you can start small and scale up as your team or needs grow.
Tier Overview
Software
$35 / User / Month
For early-stage teams or smaller businesses, the Software Tier provides essential IT coverage without added staffing. It includes automated updates, secure software oversight, and visibility into device performance, giving you foundational control without internal overhead.
Essential
$65 / User / Month
This tier adds live user support for day-to-day issues like email access, connectivity problems, and account management. It’s ideal for growing teams that need help beyond tool maintenance, including secure backup recovery and identity access management.
Premium
$100 / User / Month
Premium is designed for teams navigating hybrid work, multiple operating systems, or more dynamic software stacks. In addition to system-wide support, it covers supported third-party apps and includes proactive monitoring, user training, and coordinated on-site response.
Concierge
$150 / User / Month
Concierge offers strategic, embedded support for organizations managing compliance, complexity, or rapid growth. You gain access to dedicated technicians, long-term staff augmentation, and white-glove escalation workflows—all aligned to your org chart, executive needs, and regulatory posture.
Same Day Ticket Resolution
99.2%
P1 Response Time
15 Min
Active Clients
400+
Cloud Tango MSP 2024
Top 10
We dropped ticket backlog 41% in 60 days and hit 97% CSAT. ATS feels like an in house team.
Vice President, Information Technology
Mid Cap Finance Firm (2024 Client Survey)
Help Desk Tier Comparison
Which Tier Is Right for You?
Choose Software Tier if:
You are a small team that wants automated support for core tools and updates without needing human interaction.
Choose Premium Tier if:
You need broader device support, visibility into cyber threats, or you support a hybrid or fully remote workforce.
Choose Essential Tier if:
You’re a growing business without a dedicated IT team, or your internal IT is overwhelmed with user requests.
Choose Concierge Tier if:
You work in a regulated environment (finance, healthcare, government contracting) or require embedded Help Desk staff with specialized escalation and planning needs.
Grow With One Contract
U.S.-Based, No Offshoring
All support is handled by ATS technicians in Atlanta. We don’t route tickets offshore or rely on contractors.
Security-Aware by Design
From VPN support to phishing awareness training, security is built into every support interaction, not treated as an afterthought.
Structured to Scale
Whether you’re onboarding five users or 500, ATS offers a predictable, documented support structure with clear SLAs and feedback loops.
Fast-Track Onboarding (15 Days, Up to 25 Devices)
Day 0-1
Milestone: Kick off call, asset list hand off
Client Prep: Admin credentials, device roster
Day 2-4
Milestone: Agent deployment, patch baseline set
Client Prep: VPN / RMM whitelisting
Day 5-7
Milestone: Knowledge base seeding, staff
Q&A Client Prep: 30 min all hands session
Day 8-10
Milestone: SLA live, metrics dashboard & health check
Client Prep: Stakeholder sign off
Need Help Choosing?
Our team can walk you through real ticket volume patterns, escalation paths, and support requirements to recommend the right tier—then scale with you as things evolve.
Featured Articles
Articles / Businesses and individuals face a rapidly growing menace. Account Takeover (ATO) fraud is a sophisticated cybercrime reaching alarming...
Articles / Businesses are increasingly threatened by Distributed Denial of Service (DDoS) attacks. These attacks are designed to disrupt network...
Articles / The demand (and need) for ensuring system and data security is greater than ever and increasing at an...
Articles / Understanding Business Continuity In today’s fast and connected business world, it’s vital to keep operations going without interruption....
Working with ATS is a breath of fresh air. ATS takes our information security concerns seriously and advises us how to avoid potential pitfalls with both hardware and software. We are beyond thrilled with ATS and only wish we had selected them a year earlier.
Joseph A. Appelbaum
President & CEO, Potomac Companies, Inc.
ATS has been our trusted partner in recent upgrades we have made to our IT infrastructure and cyber security. Their account management, project management, and technical teams have all provided top-notch service, guiding us to make informed decisions, managing timelines for multiple projects, and most of all, listening to our needs and making recommendations based on our unique work environment. During the transitions, they have kept us operating smoothly and provided quick and helpful support through their Help Desk.
Amy Gavin
Nutrition.org
I just wanted to take a moment to reach out and thank you for the excellent service you and your team have provided with the hosted SIEM solution. AlienVault is great, but the real value comes from your partnership. The appliance would not do nearly as much for us without your monitoring and consulting services. You have always been on top of things and there for us whenever there is an incident. I feel confident in that our network is secure and I am able to report that our board and clients with full assurance.
Chris Hansford
EducationWeek.org