How it works.
One number, one email, and it becomes our problem. Here's what happens after you send us something.
From "it broke" to "it's done"
- 01
You send it
Call 808-451-3630 or email the service desk. No portal to learn, no phone tree maze, no ticket form with twelve required fields.
- 02
A real person answers, fast
Median first response, last business day: 7 min. Within seconds you get a confirmation email that names your ticket and quotes the same live response figure we publish on our homepage, hold the email next to the site and the numbers agree.
- 03
We take the wheel
Whether it's ours to fix or a vendor's, it's our problem now. We fix it, or we manage the people who can. If anything changes on your ticket, the update comes from us, without you calling to ask.
- 04
We close the loop
We tell you when it's done. You never chase us for status. Median time to fix, parked time excluded: 1 hour 14 minutes.
| Ref | What came in | Status | Waiting |
|---|---|---|---|
| T‑01487 | Front desk PC will not get past the login screen | Open | 4 min |
| T‑01486 | New starter Monday, needs mailbox, laptop and door access | With a tech | 17 min |
| T‑01485 | Drive under 10% free on a front office workstation | We raised it | 1 h 54 min |
| T‑01484 | Printer offline in the back office | Done | Closed |
Our own service desk, with the details changed. Roughly one ticket in eight is like the third row: something we found and fixed before anybody at the client had a reason to call.
Hi Dana,
We have your request. It is now ticket #T-01487, and a technician is on it.
Measured on our most recent business day (8am–5pm, Mon–Fri).
Expect a call back by 3:59 PM HST today.
Here is what you sent us:
Front desk PC won’t get past the login screen this morning and nobody can check anyone in.
This mailbox is monitored only during normal business hours. If you need help right away, outside business hours, or an active emergency, call our after-hours line immediately:
Ticket #T-01487 · please reply above this line
A recent save
A new administrator was starting that morning and needed access to everything. The request landed at 10:34 on a Friday. We replied at 10:39. The account was live and the ticket was closed at 11:35, an hour and a minute after they asked.
Want this desk behind your business?
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