Help desk hours and response objectives

The ETTE help desk is staffed Monday through Friday, 7 AM to 7 PM ET, by engineers who know your environment — every client's setup is documented during onboarding, so you never re-explain your systems to a stranger. We work to published response objectives: urgent issues in 20 minutes, high priority in 60 minutes, normal requests in 90 minutes, and change requests within 8 hours.

On-site support across the DC metro area

When hands-on work is needed — a failed switch, a conference-room buildout, new-staff setup days — a technician comes to you from our Friendship Heights office. On-site coverage spans Washington, DC, and the close-in Maryland and Virginia suburbs; everything else is handled remotely, usually faster.

What our DC help desk handles

Most IT support requests are everyday problems that stop one person from working. The help desk handles them remotely, usually in a single session:

  • Password resets, account lockouts, and multi-factor authentication problems
  • Microsoft 365 and Google Workspace issues, from Outlook and Teams to shared drives
  • Windows and Mac problems, printers, and Wi-Fi
  • New-hire setups with a configured, secured computer ready on day one
  • Offboarding, with access shut off and devices reclaimed promptly
  • Calls to your internet, software, and equipment vendors, so your staff aren't stuck on hold

On-site coverage reaches the close-in suburbs, including Bethesda, Silver Spring, Arlington, and Alexandria.

After-hours IT support

The staffed help desk works Monday through Friday, 7 AM to 7 PM ET. Outside those hours, managed detection and response keeps watching for threats around the clock, and every managed service agreement defines an after-hours emergency escalation path for business-critical outages and security incidents.

Who we support

Most ETTE clients are nonprofits, associations, and small businesses with 10 to 75 people — organizations that need dependable support without building an internal IT department. IT support is one part of a complete managed IT plan that also covers security and cloud.

What it costs

Support is included in flat per-user plans starting at $150 per user per month — published in full on the pricing page, with nonprofit rates.

Switching IT support providers

Every new client starts with a structured 30-day Smooth Start: we document every device, account, application, and configuration before we change anything, so support starts with context. When a DC advocacy firm needed to leave its outgoing provider, we completed the transition in 17 days without losing a day of their work.

ETTE is headquartered at 5335 Wisconsin Ave. NW, Suite 440, Washington, DC 20015 — in Friendship Heights, with on-site coverage across the DC metro area and remote support nationwide. Call 202-345-1965 or send a message.

Common questions