CORE Baseline — Help Desk

Real engineers answer.
Not a script.

CORE’s help desk runs on the same severity model and countdown clock as the rest of Armorstack’s infrastructure operations — 15-minute, 1-hour, and 4-hour response tiers enforced as contract terms, not response-time goals in a PDF.

What’s Included

Tiered Support, Actually Staffed by Engineers

A help desk is only as good as the person who picks up. CORE’s help desk is staffed by engineers who can resolve real technical issues on first contact — not a script-reading rotation that exists to file a ticket and forward it.

Support is tiered so simple requests (password resets, access provisioning, software installs) resolve fast, while complex issues escalate to the same Tier 2/3 bench that backs Armorstack’s managed IT and co-managed engagements — all under the CORE Baseline severity clock.

Support Tiers

How Requests Are Handled

Tier 1 — First Contact

Password resets, access requests, common application issues, basic troubleshooting. Resolved on first contact whenever possible.

Tier 2 — Technical Escalation

Deeper application, network, or system issues that need more specialized troubleshooting than a first-contact agent can resolve alone.

Tier 3 — Engineering Escalation

Infrastructure-level issues — network, server, security — escalated to the senior engineering bench that also runs CORE Baseline’s NOC.

Multi-Channel Intake

Phone, email, and ticketing portal — requests are logged, tracked, and time-stamped against the SLA clock the moment they come in.

Response Times

Response Times That Are Actually Enforced

SLA penalties apply for misses — response times are a contract term, not a marketing claim.

01

15 Minutes

Tier 1 incidents — critical, business-stopping issues.

02

1 Hour

Tier 2 incidents — significant but not fully blocking.

03

4 Hours

Tier 3 incidents — lower urgency, standard queue.

04

24/7

NOC coverage backing the help desk around the clock.

Frequently Asked Questions

Is the help desk staffed 24/7?
Coverage hours are scoped to your contract — business-hours-only and full 24/7 options are both available, with the CORE Baseline clock enforcing response times for whichever hours you contract.
Do we get a dedicated team or a rotating pool?
You get a consistent account team who knows your environment, backed by the broader engineering bench for escalations — not an anonymous rotating queue.
Can help desk be added to an existing internal IT team?
Yes — that’s exactly what our co-managed IT model is built for.
What happens if you miss a response-time SLA?
SLA penalties apply for misses. Response times are a contract term enforced by CORE Baseline’s clock, not a best-effort goal.

Support That Actually Resolves Things

Real engineers, enforced response times, and a severity clock that doesn’t stop until the ticket closes.

Schedule a Help Desk Assessment →

Armorstack operates infrastructure for regulated industries: healthcare, financial services, manufacturing, and defense contractors. One contract. 24/7.