Around-the-clock help desk support for the platform company and every add-on, run to one standard, with SLA-backed response and reporting the sponsor can actually use.
24/7/365, L1 to L3
SLA-backed, with clear escalation
Help desk KPIs and QBRs for the sponsor
Platform companies and their add-ons
Diligence
First 100 days
Run the hold
Exit
IT help desk support is the first place people turn when technology gets in the way of work: password resets, broken laptops, software problems and access requests, handled and escalated until they’re fixed.
For a PE-backed company, it also means keeping support consistent as ownership changes and add-ons arrive, so people stay productive while the business changes around them.
Will people have support from the first day of new ownership?
How do an acquisition’s users move onto the platform’s help desk?
Is support available around the clock, at every level?
How quickly are issues picked up, and who owns them next?
Are new hires set up and leavers switched off through one process?
Can the operating partner see how support is running at every company?
Five areas, run the same way at the platform company and every add-on.
A 24/7/365 help desk with L1 to L3 support, so issues are handled whenever they come up, not when office hours allow.
24/7/365 help desk coverage
L1 to L3 support, escalated as needed
Issues tracked until they’re resolved
Clear SLAs for response and escalation, so everyone knows how quickly an issue will be picked up and who owns it next.
SLA-backed response times
Clear escalation paths
An owner for every ticket
New hires set up, leavers switched off, and the changes in between handled through one process.
New hires set up with accounts and devices
Leavers’ access removed
Moves and role changes handled
When the platform buys a company, its people move onto the same help desk and the same standard, not another vendor.
Add-on staff moved onto the same help desk
One process and toolset across companies
Onboarding planned into the integration
Help desk KPIs roll into sponsor-ready reporting and QBRs, so the operating partner can see how support is running at every company.
Help desk KPIs for every company
Reviewed with the sponsor in QBRs
One portfolio view for the operating partner
Most providers answer tickets and stop there. Compello runs support as part of the investment, with one senior team, one standard and reporting the sponsor can use.
We work as operators, so support decisions tie back to EBITDA and exit value, not just ticket counts.
The senior team that diligences the deal and delivers the 100-day plan stays on to run support through the hold.
Every portfolio company is supported the same way, so the estate gets simpler as it grows and companies can be compared side by side.
Something we haven’t covered? A partner can answer it on a short call.
24/7/365 help desk coverage with L1 to L3 support, SLA-backed response and escalation, onboarding and offboarding for new hires and add-ons, and sponsor-ready reporting on how support is running.
Yes. Each add-on’s users move onto the same help desk and the same managed IT standard as the platform company, so support doesn’t fragment as you acquire.
Help desk KPIs feed into sponsor-ready reporting and quarterly business reviews (QBRs), alongside the rest of the managed IT standard.
No. Help desk support is one of seven managed IT services. Most companies start with a small, defined first step and add only the services that pay off.
Networks, servers and endpoints monitored and maintained, so problems are fixed before users notice.
Cloud and on-premises environments run to one standard that scales with the portfolio.
Layered backup and recovery, tested regularly, so an outage or attack doesn’t stop the business.
Phones, meetings and messaging on one platform across every location and add-on.
Licensing, security settings and administration, plus the devices people use every day.
CISO-led security with MDR, a SOC and vCISO, reported in a way the board can trust.
Book a complimentary technology and security review with a senior Compello operator, and see where support stands today.
