Halverson Co.
Support Desk Pack

An operated desk.
One weekly digest.

Support Desk Pack is managed multi-channel support — email, SMS, and Telegram — with business-hours response targets, human approval on sensitive issues, and a weekly Support Digest your leadership can actually use. Not a chatbot. A desk that runs.

Book $999 Desk Audit See pricing
Limited pilot seats · from $2,500/mo · managed by Halverson Co.
Channels Email · SMS · Telegram Cover Business hours Weekly Support Digest
01 — The problem

Coverage you can measure — not another inbox tool.

Most teams already have helpdesk software, shared inboxes, or a founder phone. What’s missing is a managed seat: first response under a written SLA, clean escalation, and a weekly summary that proves support actually ran.

You buy the outcome. We run the desk.

Who it’s for

  • Agencies & service businesses with recurring client questions
  • Founders still answering support after hours
  • Teams that want first response + coverage, not another UI
  • Companies adding support without hiring a full CS team yet

Who it’s not for

  • 24/7 phone contact centers on day one
  • Regulated advice (medical, legal, financial counsel)
  • Self-serve chatbot widget shoppers
  • Enterprise volumes (thousands of tickets per week)
02 — What ships

A desk pack, not a chat window

Every engagement includes channels, policy, and a weekly Support Digest — one clear deliverable, one clear operating rhythm.

Channels

Email, SMS, and Telegram set up for your brand. Voice callbacks available on higher tiers.

Resolution

Answers from your approved knowledge base — or one clear question. Sensitive cases escalate with a draft reply.

Weekly digest

Volume, themes, open items, risk flags, and FAQ updates. Optional short Loom walkthrough.

Approval gates

Human approval before refunds, legal language, security changes, or anything outside your policy.

Your control

We can start by drafting replies for your review, then send more on our own as you get comfortable.

Visibility

Full ticket history and activity log so you can see what ran — not guesswork.

Sample · Support Digest Week of Mar 9 · Weekly
142tickets opened
128closed same week
11mmedian first response
9human escalations
Top themes: billing portal access · invite expiry · SMS opt-in · refund policy questions
Risk flags: 3 repeat login failures · 2 cancellation-tone emails
03 — SLA

Business hours. Written clocks.

Default cover: Mon–Fri in your agreed timezone (example 09:00–18:00). After hours: intake only unless you add after-hours cover. The clock pauses when we’re waiting on the customer or on your approval.

Sev Definition First response Updates
P1 Service down / cannot access paid core 15 min in hours every 30–60 min
P2 Major feature broken, limited workaround 1 hour in hours daily
P3 How-to / minor bug / billing question 4 hours in hours as needed
P4 Feedback / feature request 1 business day weekly digest

Also included: owner escalation within 15 minutes when a human decision is required · Support Digest by Friday 4pm (or your agreed day).

04 — How it works

How a ticket moves

  1. Intake Customer writes via email, SMS, or Telegram.
  2. Triage Severity, theme, identity check, spam filter.
  3. Resolve or clarify From your approved knowledge base — or one clear question.
  4. Escalate You get a short summary, draft reply, and recommended action.
  5. Send & log Reply on the same channel. Ticket closed or parked with a reason.
  6. Digest Themes, risks, and FAQ gaps ship in the weekly Support Digest.
05 — Pricing

Start with an audit. Scale the desk.

Entry
Desk Audit
$999 one-time · fully credited to month one if you continue within 14 days
  • Channel inventory & volume estimate
  • Knowledge base / macro gap analysis
  • Draft rules for when we escalate to you
  • Sample Support Digest from real tickets
  • Recommended plan + 45-min readout
Book the audit
Pilot · limited seats
Pilot desk
$2k–$3.5k / month · most teams start at $2.5k
  • $2k · up to 50 tickets · $2.5k · up to 100 · $3.5k · up to 150
  • Email + SMS + Telegram
  • Business hours · replies stay within your approved policy
  • Weekly Support Digest (+ optional Loom)
  • Overage +$2 / ticket · month-to-month after 30 days
Apply for a seat
Standard managed
Desk Core
$2.5–5k / month · Starter / Core / Plus
  • Starter $2.5k · up to 100 tickets
  • Core $3.5k · up to 250 tickets
  • Plus $4–5k · up to 500 + voice callbacks
  • Overage +$2 / ticket (or quoted at audit)
  • Optional bundle with Friday Pack reporting
Get a quote

Bundle both products (Support Desk + Friday Pack): typically $4.5–8k / mo for two weekly deliverables under one managed relationship.

06 — Scope

What’s outside the standard desk

If it isn’t in scope or on your selected tier, we treat it as out — until you add an expansion.

07 — Get started

Book a Desk Audit

Share your channels, rough volume, and who owns escalations today. We’ll reply within one business day with next steps — or a clear note if we’re not the right fit.

Limited pilot seats. Most teams start at $2,500/mo.

Submitting opens a short email to [email protected] so nothing gets lost in a form black hole.

No spam. One human reply from the Halverson Co. team.