End-User Support
From product support at Managed tier to full end-user helpdesk at Complete and Strategic. Clear levels of support that match how your organisation actually works.
Get in TouchWhat we do
IT support should be invisible. It should just work. When something goes wrong, your team should know exactly where to go, and the problem should be resolved quickly and professionally. But not every organisation needs the same level of support.
COSAINT Cyber and Essentials include no helpdesk. These tiers are for organisations with internal IT capability who want enterprise security and M365 management without outsourcing end-user support. Security incident response is always included through our 24/7 SOC.
COSAINT Managed includes product support – a focused helpdesk covering the tools we manage: M365, Intune, 1Password, and Ironscales. If a user has an Outlook configuration issue or an Intune compliance problem, we handle it. But general device troubleshooting, printer problems, and day-to-day IT questions stay with your team. This is a distinct, lighter offering for organisations that have some internal IT support capability.
COSAINT Complete is the full helpdesk. Your team contacts us for everything – password resets, software issues, hardware problems, access requests, printing. We handle it all, measured against SLA targets, with ScreenConnect remote control for instant desktop support. We build, enrol, and ship devices from Ireland. You may have no IT team at all.
COSAINT Strategic enhances Complete with priority escalation, enhanced SLAs, a dedicated contractor resource who knows your environment, and weekly operations meetings with continuity.
Support across our tiers
Security incident response is included in every tier. Product support starts at Managed. Full helpdesk starts at Complete.
COSAINT Cyber
EUR 35/user/moNo helpdesk – client provides all end-user support
- Security alert notifications to nominated contacts
- Client manages own users and devices
- Client provides own end-user helpdesk
Cyber is a security overlay. Your internal IT team handles all end-user support, device management, and user lifecycle.
COSAINT Essentials
EUR 60/user/moNo helpdesk – client provides end-user and device support
- User lifecycle management (account only – onboarding/offboarding)
- Tenant administration and security alerts
- Client manages own devices and provides end-user helpdesk
We manage accounts and the M365 tenant, but you still handle your own devices and end-user issues. No helpdesk included.
COSAINT Managed
EUR 85/user/mo Product SupportProduct support helpdesk – M365, Intune, managed tools only
- Product support helpdesk for M365, Intune, 1Password, and Ironscales issues
- Full account + device lifecycle management (onboarding, offboarding, re-imaging)
- Developer endpoint tuning (MDE exclusions)
- NOT end-user device support – distinct from full helpdesk
Product support means we handle issues with the tools we manage (M365, Intune, 1Password, Ironscales). Your team still handles their own device problems, printer issues, and general IT questions. This is a lighter, focused support offering.
COSAINT Complete
EUR 115/user/mo Full HelpdeskFull end-user helpdesk – all users, all issues
- Full end-user helpdesk – all users, all issues, SLA-measured
- ScreenConnect remote control for instant desktop support
- Centralised device build, enrol, and ship from Ireland
- Endpoint re-imaging programmes
- Bilingual support available (English/Irish)
- Quarterly Business Reviews
- Weekly operations overview meetings with client leadership
This is the full helpdesk. Your team contacts us for everything – password resets, software issues, hardware problems, access requests, printing. We handle it all, measured against SLA, with remote and on-site support as needed. You may have no IT team at all.
COSAINT Strategic
EUR 150/user/moEnhanced SLAs, priority escalation, dedicated resource
- Priority escalation helpdesk with enhanced SLAs
- Dedicated contractor resource (EUR 800/mo)
- Weekly operations meetings with dedicated resource continuity
- Board-level narrative reporting
- vCISO advisory on IT strategy and operations
Everything in Complete with faster response times, a dedicated resource who knows your environment, and strategic advisory. For organisations where IT uptime and responsiveness are business-critical.
Response time expectations
Every issue is prioritised and resolved within defined SLA targets. Critical incidents are handled 24/7.
| Priority | Description | Response | Resolution |
|---|---|---|---|
| P1 Critical | Complete business outage or critical system failure affecting all users | 30 minutes | 4 hours |
| P2 High | Major impact to business operations affecting multiple users or key systems | 1 hour | 8 hours |
| P3 Normal | Minor impact to individual user or non-critical system | 4 hours | 3 business days |
| P4 Low | Low impact request or informational query with no immediate operational effect | Next business day | 5 business days |
Business hours: Monday - Friday, 08:00 - 18:00 GMT/IST. Excludes Irish public holidays. P1 and P2 incidents are covered 24/7. COSAINT Strategic includes enhanced SLAs with faster response targets.
Key capabilities
Full helpdesk (Complete+)
From COSAINT Complete: a single point of contact for all IT issues. Submit tickets via email, phone, or portal. Every request tracked, prioritised, and resolved within SLA.
Product support (Managed)
From COSAINT Managed: support for the tools we manage – M365, Intune, 1Password, Ironscales. A focused, lighter offering distinct from full end-user helpdesk.
User onboarding (new starter setup)
New employees get a fully configured laptop, email, Teams, security policies, and application access on their first day. Account-only from Essentials; full device lifecycle from Managed.
User offboarding (secure deprovisioning)
Access revoked, data preserved per policy, devices wiped, licences reclaimed. No loose ends, no forgotten accounts.
Remote support (ScreenConnect)
From COSAINT Complete: instant remote desktop access for real-time troubleshooting. Your team sees the fix happening. Most issues resolved in a single session.
Device build and ship
From COSAINT Complete: centralised device build, Intune enrolment, and shipping from Ireland. Hardware pass-through – we configure and ship, you receive a ready-to-use device.
Weekly operations meetings
From COSAINT Complete: short, focused weekly check-ins covering open tickets, upcoming changes, and operational priorities with your leadership team.
Dedicated resource (Strategic)
From COSAINT Strategic: a dedicated contractor resource (EUR 800/mo) who knows your environment, provides continuity, and handles priority escalations.
Technology Partners
The tools and platforms we use to deliver responsive, measurable end-user support.
End-User Support FAQ
What is the difference between product support and full helpdesk?
What are your helpdesk hours?
Can I get security without any helpdesk?
How do I contact support?
Can I upgrade from Managed to Complete later?
Ready for IT support that just works?
From product support to full helpdesk to dedicated resource. Let us show you which level fits your organisation.
Get in TouchOr email us at [email protected]