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Client Handbook

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Table of Contents

Welcome to the Office Heroes Client Handbook — your central guide to getting support, understanding your services, and making the most of your partnership with us. This handbook outlines our support process, escalation pathways, service tiers, cybersecurity practices, and links to onboarding resources tailored to your organization.

Getting Help & Support #

How to Contact Us

Support Hours

  • Standard Support: Monday–Friday, 8:00 AM – 6:00 PM Eastern
  • After-Hours Emergency: Available 24/7 for clients on Titan and Overwatch tiers via escalation protocol (see below)

Support Priorities & Response Targets

PriorityDescriptionInitial Response Target
P1Complete outage or security incidentWithin 1 hour (24/7)
P2Major disruptionWithin 4 business hours
P3Routine request or questionWithin 1 business day

For guaranteed response SLAs, see your contract or reach out to your Account Manager.

Office Heroes Service Tiers #

All services are grouped into one of three tiers, depending on your business size, industry, and regulatory needs:

  • Guardian – Core protection: Endpoint defense, backups, and phishing prevention.
  • Titan – Advanced security: Vulnerability scanning, strategic IT planning, and change monitoring.
  • Overwatch – Compliance & audit readiness: GRC automation, vendor risk, and evidence tracking.

Service Onboarding & Resources #

Access service-specific onboarding instructions below:

Need help? Contact Support

Escalation Process #

If you’re not satisfied with how an issue is being handled:

  1. Request escalation in your existing ticket.
  2. Contact your Account Manager for follow-up and prioritization.
  3. For urgent matters: Email clientcare@office-heroes.com with “Escalation” in the subject line.
  4. Clients in regulated industries may use a priority escalation form (provided during onboarding or available in your portal).

Security & Privacy Standards #

Your data security is our top priority. Our practices include:

  • Multi-Factor Authentication (MFA) and Conditional Access on all client portals
  • No Office Heroes team member will ever request your password
  • Zero-trust policies: least-privilege access, verified vendor access only
  • Encrypted communications for all service channels
  • Phishing simulations, endpoint monitoring, and dark web surveillance for all Guardian and Titan clients

If you suspect a breach or incident, report it immediately through your client portal or by calling the Helpdesk.

Onboarding & Offboarding Staff #

Add New Users

  • Use your Client Portal or contact support to initiate onboarding.
  • Quick setup includes email, access rights, security training, and backups.

Remove Departing Users

  • Notify us promptly to:
    • Disable accounts
    • Revoke access
    • Secure or transfer data
  • Use the Offboarding Request Form (also available in your portal)

Key Policies & Resources #

Regulatory Compliance Support #

For clients in healthcare, finance, legal, or defense sectors, our Overwatch tier supports compliance frameworks including:

  • HIPAA, GLBA, PCI DSS, SOC 2, CMMC, NIST, and GDPR
  • Automated policy mapping, audit logs, vendor risk scoring, and QBR-ready reporting
  • Integrated tools: Compliance Manager GRC, MyITProcess, and CyberHawk

Learn more on our Compliance & Risk Management page

Downloadable PDF Version #

Need an offline copy for internal training or onboarding?

👉 Download the Office Heroes Client Handbook (PDF)

Questions? We’re Here to Help #

Reach out any time:

Thank you for choosing Office Heroes — we’re honored to be your trusted IT partner.

Guardian, Overwatch, Titan
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