Support
Rua Technologies provides ticketed help desk support, remote troubleshooting, and day-to-day IT assistance across Microsoft 365, Google Workspace, endpoints, and the platforms we deploy.
Support isn't an afterthought to deployment — it's the same team that set up your systems, so tickets get resolved faster with full context.
What's included
01Raise
A responsive ticketing system with clear escalation paths, so requests don't disappear into an inbox.
Best for: Teams that want a predictable, tracked way to raise IT issues.
Typical timeline: Support access is active from day one of onboarding.
02Resolve
Remote diagnosis and fixes for most day-to-day issues, without waiting for an on-site visit.
Best for: Distributed or hybrid teams that need fast support regardless of location.
Typical timeline: Most remote issues are resolved same-day.
03Provision
Consistent account and device setup for new hires, and clean, secure offboarding when someone leaves.
Best for: Growing teams with regular hiring who want a repeatable onboarding process.
Typical timeline: Onboarding requests are typically actioned within 1 business day.
04Review
Regular visibility into ticket trends, recurring issues, and what's costing your team the most time.
Best for: Organizations that want data on where IT time is actually going.
Typical timeline: First monthly report delivered after 30 days of coverage.
05Deploy
Hands-on support for hardware issues, new equipment setup, and office moves that can't be solved remotely.
Best for: Teams with physical offices who need hardware issues handled in person, not just talked through over a call.
Typical timeline: On-site visits typically scheduled within 1–2 business days.
06Empower
A growing library of how-to guides and troubleshooting steps so common issues can be solved in minutes without waiting for a ticket.
Best for: Teams that want to cut down repetitive tickets for issues employees can fix themselves.
Typical timeline: Initial knowledge base built out within the first 30 days of onboarding.
FAQ
Support covers day-to-day help desk requests and troubleshooting; managed services adds proactive 24×7 monitoring, patching, and infrastructure oversight on top.
Via email, WhatsApp, or our ticketing system, whichever is easiest for your team — all requests are tracked to resolution.
In most cases, yes. We'll assess your environment during onboarding and let you know if there are any limitations.
Standard tickets are triaged the same business day; urgent issues are escalated immediately.
Yes. We handle account provisioning, device setup, access assignment, and secure offboarding as part of ongoing support.
Get in touch
Tell us about your team size and current pain points — we'll recommend the right level of support coverage.
