The Rapid Pulse IT support helpdesk is here 24/7. Reach our technical support team by email, live chat, or submit a ticket below.
Every Rapid Pulse managed IT services plan includes round-the-clock helpdesk and technical support across three channels — pick whichever is fastest for you. If this is a VPN issue, the troubleshooting guide usually resolves it in under 5 minutes.
Available 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.
What to expect
Every ticket gets triaged within minutes. Here's how our helpdesk prioritises technical support requests — and what you can expect at every severity level.
Before you submit a ticket
Common questions about how our helpdesk and technical support works.
Use live chat for anything time-critical while the helpdesk is staffed (Mon–Fri 07:00–20:00) — outages, lockouts, suspected security incidents. Submit a ticket for everything else, or any time outside chat hours, so we have a written record and can route it to the right specialist. Urgent out-of-hours tickets page the on-call engineer.
Yes. P1 and P2 incidents are covered by 24/7 IT support, 365 days a year, including weekends and public holidays. Submit a ticket — out-of-hours P1 and P2 tickets are routed straight to the on-call engineer. Out-of-hours coverage is part of every managed IT services agreement.
Our remote IT support helpdesk operates globally across multiple time zones, so the helpdesk 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.
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.
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.
Yes — happily. Mention it on the first contact and we'll send a mutual NDA before any technical or commercial conversation.