---
title: Client Handbook
description: 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…
url: "https://office-heroes.com/guides/client-handbook/"
updated: "2026-09-28"
category: Onboarding
tags:
  - Guardian
  - Overwatch
  - Titan
---

# Client Handbook

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**

- Submit a request via your [Client Portal](https://portal.office-heroes.com/)
- Email our support team: [clientcare@office-heroes.com](mailto:clientcare@office-heroes.com)
- Call our Helpdesk: 757-733-6272

**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**

| Priority | Description | Initial Response Target |
| --- | --- | --- |
| P1 | Complete outage or security incident | Within 1 hour (24/7) |
| P2 | Major disruption | Within 4 business hours |
| P3 | Routine request or question | Within 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** – Services depend on your agreement. Microsoft 365 backup is available only where deployed; endpoint-device and Entra configuration backup are not included.
- **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:

- [Endpoint Protection Onboarding](https://office-heroes.com/guides/endpoint-protection/)
- [User Security & Awareness Onboarding](https://office-heroes.com/guides/user-security/)
- [Cloud & SaaS Backup Onboarding](https://office-heroes.com/guides/cloud-saas-backup/)
- [Client Portal Onboarding](https://office-heroes.com/guides/client-portal/)
- [Compliance & Risk Management Onboarding](https://office-heroes.com/guides/compliance/)
- [Network & Wi-Fi Management Onboarding](https://office-heroes.com/guides/network-wi-fi/)
- [Advanced Monitoring & SOC Onboarding](https://office-heroes.com/guides/soc/)
- [Full Managed IT Service Onboarding](https://office-heroes.com/blog/tag/managed-it-services/)

Need help? [Contact Support](https://portal.office-heroes.com)

## 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](mailto: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**

- Submit an onboarding request through the [Client Portal](https://portal.office-heroes.com/) or contact support. Sign in with your Microsoft 365 work account; the portal URL is unchanged.
- Quick setup includes email and access rights. Security training and backup services depend on your service scope; confirm backup coverage separately.

**Remove Departing Users**

- Notify us promptly to:
  - Disable accounts
  - Revoke access
  - Secure or transfer data
- Submit an offboarding request through the [Client Portal](https://portal.office-heroes.com/) or contact support. Sign in with your Microsoft 365 work account.

## Key Policies & Resources

- **Terms of Service**: [View contract or agreement](#)
- **Acceptable Use Policy**: [Read policy](#)
- **Data Retention Policy**: [View summary](#)
- **Vendor Access Authorization**: [Download form](#)
- **Service Level Agreement (SLA)**: [View SLA document](#)

## 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
- Compliance services and available reporting depend on your service agreement and engagement.

> Learn more on our [Compliance & Risk Management page](https://office-heroes.com/regulatory-compliance/)

## Downloadable PDF Version

Need an offline copy for internal training or onboarding?

👉 [Download the Office Heroes Client Handbook (PDF)](https://yourwebsite.com/client-handbook.pdf)

## Questions? We're Here to Help

Reach out any time:

- Portal: [portal.office-heroes.com](https://portal.office-heroes.com/)
- Email: [clientcare@office-heroes.com](mailto:clientcare@office-heroes.com)
- Phone: 757-733-6272

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