How We Work
24/7 remote support, on-site visits, friendly communication
Our work is built around three core pillars: remote support for day-to-day needs, engineering to design and improve your systems, and customer service to keep everything aligned with your company goals. It’s a practical, people-first approach to IT and it works!
How We Communicate
We are available 24/7 by phone and email for you. When you contact our support team, a ticket is automatically created and we get back to you within 4 hours. If the ticket requires deep technical work or an on-site visit, we will escalate it to our engineers. If you want to chat upcoming projects, future plans, have feedback, or are not sure who to call - talk to our customer success team!
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24/7 Remote Support
Routine technical issues, common questions, and repeat problems
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Engineering
Complex technical challenges, on-site visits, and major projects.
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Customer Experience
Strategic guidance, project updates, ticket escalations, feedback, account health.
How We Bill
We keep our pricing simple and transparent: you’re billed only for work we actually complete, not a monthly retainer. This allows us to stay flexible for you while our standards and recurring services support a robust and secure structure.
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Tickets
Day-to-day support focused on stability, speed, and reliability.
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Projects
Planned technical work delivered with structure and accountability.
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Consulting
Strategic guidance aligning IT decisions with business goals.
How We Keep You Secure
To support your business effectively, we require each of our customers to adhere to a set of important technical standards. These standards and our monthly/quarterly/yearly recurring services form the foundation of a stable, secure IT environment. These requirements allow us to proactively maintain your systems, reduce risk, and deliver consistent, reliable support.
KDH Required Standards
Proactive Recurring Services
If you are looking for a more FLEXIBLE agreement for your team, don’t hesitate to reach out! We consult with many companies in a partial capacity or as true consultants for as-needed help with projects, specific tasks, and solutions. If you need it, we’ve likely seen it before - just ask!
How We Handle Emergencies
KDH has been putting out IT fires for over 30 years! We work with you proactively to avoid IT disasters and prepare your team for when they do occur. You can count on our extensive experience to get you through any sort of IT disaster including cyberattacks and loss of systems.
We work as a team so that no matter what occurs, we always have the flexibility to work with you remotely or even send someone on-site last minute. We have a guaranteed response time of less than 4 hours and in an emergent situation you will be first in line.