The Help Desk Team


  • To start off, we provide our clients with a dedicated team of 2 to 4 (Tier 2) technicians. all of technicians are based in the US and Canada.

  • We are staffed 24x7x365, and your team is made available to you whenever you need them. Evenings, weekends, 24x7.

  • Our technicians (mentors as we call them) on average hold about 13 certifications, and have been with us for an average technical experience and customer support over 10 years. 

  • Each mentor is put on a learning track each year and incentivized to continually upgrade and extend their certifications.

  • We are big believers in formalized training in addition to scenario driven training delivered by our Quality and Supervisory teams.

Support Technology

  • We offer live phone, chat, email and ticket assigned (including alerts) support options for your clients. 

  • Our NOC is also able to monitor our clients entire network, and customize our operating procedures based on your needs.

  • Our goal is to completely solve users IT issues as soon as we possibly can.

Quality Assurance and Security

  • Every interaction is recorded - whether it is a phone, chat or remote screen share.

  • Everything is stored within our suppliers SOC2 compliant data centers. 

  • We have dedicated Quality Assurance and Security officers responsible for evaluating all aspects of the quality of service provided by Cloud Vision technical staff to our end users base.

  • We can leverage satisfaction surveys (or work with what you are currently doing) and have well defined proactive interaction reviews.

Key Facts


  • Fully North American Support model offering both Help Desk and NOC Services.

  • Completely vendor agnostic (we use whatever tools you need us to and support all major Channel technologies)

  • Lowest escalation in the industry – 85% first-call remediation in the last 5 years. 94% last year with over 500K incidents generated by our MSP user-base.

  • Average 7.5 year tenure and minimum of 13 certifications per mentor / technician.

  • Existing extensive knowledge base on all known issues (case based reasoning).

  • Deep onboarding documentation necessary to ensure all aspects of client environment is captured.

  • Dedicated onboarding support resource to make a smooth and less convoluted transition to GMS Live Expert.

  • Client access to IT Glue Documentation repository with the full use of "GlueConnect".

  • Defined Service Level Agreement. 80% of calls answered under 90 seconds. Live Chat (avg answer time of 8-10 seconds), branded with your company name and logo.

  • Full native integration with Autotask, Connectwise, Zendesk, Salesforce and BMS Ticketing Systems.

  • Dedicated Partner Development and Customer Success team who oversee all aspects of your account including ticket handling and quality.




3600 Route 66, Suite 150

Neptune, New Jersey, 07753

United States of America