What's the difference between the support help desk and priority dedicated support?

Standard Help Desk vs. Priority Dedicated Support

At Mosaic, we offer two levels of support to meet your needs—whether you're looking for quick help as needed or ongoing, personalized attention. Here's a simple breakdown of the differences so you can choose the best fit for your organization.

🛠️ Standard Support Help Desk

Our Standard Support is great for occasional or non-urgent needs. With this level of service:

💬 You do not have a dedicated project manager
💵 Hourly rates are higher than our dedicated plans
📬 Requests must be sent to our general support email
🔄 Requests are handled in the order they’re received

This is a solid option for clients with minimal or infrequent updates, or those comfortable with a more general support flow.

⭐ Priority Dedicated Support

If you need consistent attention, fast turnarounds, and a deeper partnership, Priority Dedicated Support is built for you. With this service, you receive:

👤 A Dedicated Project Manager who knows your site, your goals, and your preferences
⚡ Response within 15 minutes during regular support hours
📨 A dedicated email address just for your organization’s requests
🧩 Requests are treated as high priority and handled faster
💡 Proactive guidance and hands-on support—you’re not just a task, you’re a partner

We aim to act as an extension of your team, giving you white-glove service, strategic input, and real-time collaboration when needed.