Our Process

Working with Helix is as Simple as 1, 2, 3

We manage, assess, and resolve issues and tickets, assign work and offer advice.

We take ownership of the overall user experience

We manage all business application issues and requests to ensure successful outcomes.

Proactive system monitoring and analysis (see below)
Triage of Requests (daily events & issues)
Verify issues and craft resolutions (or work-arounds)
Solve root causes
Recommend improvements to operations, systems, and data.
Coordinate with customer support teams (users, business, IT, training)
Liaison with vendors

MSP Response Times

We triage all Managed Service requests and respond by level of severity; our commitment is to restoring service and productivity as quickly as possible.

Classification	Personnel or Functions Affected	Service Center Clock	Target Response Time
Critical	Platform down/inaccessible by all users. Critical or urgent/time sensitive needs	7am-7pm CST, excluding Sat & Sun. After hours support, will be provided on an emergency basis	30 min
Moderate	Single user down unable to access the system	7am-7pm CST, excluding Sat & Sun.	1 hour
Low	No related outage. Technical support and business support	7am-7pm CST, excluding Sat & Sun.	24 hours
Custom	Expert product & service items and customer specific request, customizations, modifications, enhancements or require proper planning and requirements gathering or Helix professional services	7am-7pm CST, excluding Sat & Sun.	Customer and Helix will plan and prioritize

Proactive system monitoring and analysis

Our managed process provides mentoring and management of resources to address root causes.

Identify problems in business apps and software.
Verify issues and craft resolutions (or work-arounds) .
Solve root causes & recommend improvements to ops, systems, and data.
Ensure systems run effectively together and provide value.
Why? To keep workers happy and businesses productive.

About Us

Helix Agency Services is a specialized provider of managed and professional services for independent insurance agencies and the broker marketplace.