IT Support & Helpdesk
The Rapid Pulse IT support helpdesk is here 24/7. Reach our technical support team by phone, email, live chat, or submit a ticket below.
Get in Touch
Every Rapid Pulse managed IT services plan includes round-the-clock helpdesk and technical support across four channels — pick whichever is fastest for you. If this is a VPN issue, the troubleshooting guide usually resolves it in under 5 minutes.
+1 (800) 000-0000
24/7 technical support for critical issuesAvailable on the IT helpdesk portal
Mon–Fri 07:00–20:00Schedule a technician visit
Same-day available in most areasVPN not working? Check the troubleshooting guide first — most issues resolve in under 5 minutes.
Submit a Ticket
What to expect
IT support response times and coverage
Every ticket gets triaged within minutes. Here's how our helpdesk prioritises technical support requests — and what you can expect at every severity level.
P1 — Critical outage
- Office network or VPN gateway down
- Active security incident (ransomware, breach)
- Email system fully offline
- Response: under 15 minutes, 24/7
P2 — High impact
- Multiple users unable to connect to VPN
- Shared drive or printer outage
- Microsoft 365 / Google Workspace degraded
- Response: under 1 hour, business hours
P3 — Single-user issue
- One user can't connect to Cisco AnyConnect
- Laptop hardware problem
- Software install request
- Response: under 2 hours, business hours
P4 — Request / Question
- New starter onboarding
- Software licence requests
- How-to questions
- Response: same business day
Before you submit a ticket
IT support — quick answers
Common questions about how our helpdesk and technical support works.
When should I call vs submit a ticket?
Call for anything time-critical or affecting multiple people — outages, lockouts, suspected security incidents. Submit a ticket for everything else so we have a written record and can route it to the right specialist.
Do you provide out-of-hours emergency support?
Yes. P1 and P2 incidents are covered by 24/7 IT support, 365 days a year, including weekends and public holidays. Call the main technical support line — it routes to the on-call engineer outside business hours. Out-of-hours coverage is part of every managed IT services agreement.
Where are your engineers based?
Our remote IT support helpdesk operates globally across multiple time zones, so the technical support line is always staffed. On-site technicians cover the metropolitan area your contract specifies — typically same-day for clients within a 60-minute drive of our regional offices.
My Cisco AnyConnect won't connect — what should I try first?
Try the troubleshooting guide on the VPN page first — about 80% of connection issues are resolved by restarting the Cisco Secure Client service or rebooting. If those don't work, submit a ticket with the exact error message text.
Which industries do you typically work with?
Professional services (legal, finance, accountancy), healthcare, manufacturing and logistics, property and real estate, and technology/SaaS firms. Anywhere downtime costs the business money and security can't be optional. See our full managed IT services list for what we cover.
Do you sign NDAs before discussing our setup?
Yes — happily. Mention it on the first contact and we'll send a mutual NDA before any technical or commercial conversation.