Provide your employees with fast, reliable, dedicated IT support anywhere in the world. Deel delivers 24/7, in-house support for hardware, software, and access issues so work never stops across time zones, SLA bound and directly from the Deel platform.
This article explains the scope, benefits, and management of Deel IT's 24/7 Tech Support service
In this article
- How 24/7 Tech Support Works
- Service Access and Channels
- What's Included
- What's Not Included
- Submitting and Tracking Requests
- SLA-Backed Resolutions
- Enrollment and Automation
- Frequently Asked Questions
How 24/7 Tech Support Works
Think of this service as your outsourced IT department. Instead of hiring full-time IT staff in every region, your team gains access to global IT specialists ready to help at any hour.
To enable this service, you need:
- Deel IT per-seat pricing activated for the covered users
- 24/7 Tech Support enabled for your organization (or specific teams/regions)
Once activated, the 24/7 Tech Support tab in the Deel platform will provide you real-time insights into ticket volumes, resolution times, and support patterns while your workers will be able to submit on-platform requests for IT issues.
Service Access and Channels
End users access support through the following official channels:
- Deel platform (in-app request submission)
- Deel Slack application
- Admin Slack channel: A private channel for admins and the Deel IT team
- Live chat and video call on official Deel service channels
A license is needed to raise a request
Every administrator and team member must maintain an active Deel profile alongside a 24/7 Tech Support license. Only official communication channels are supported. Admins see every ticket raised by your organization in the Deel platform. Managed Applications are the specific business apps Deel IT and your team agree to cover, confirmed during sales.
What's Included
24/7 Tech Support covers:
- 24/7 end-user support (password resets, account issues, device help, how-tos) - Round-the-clock help for your end users: sign-in and access, password resets, account unlocks, MFA and authenticator issues, connectivity, device setup, and how-to and troubleshooting on the apps and devices they use.
- Onboarding and offboarding - Setting up new joiners (accounts and apps) and offboarding leavers from the managed apps (blocking and removing accounts).
- License management and purchasing - Assigning, reassigning, and revoking software licenses across your managed applications. For software you procure through Deel IT, the service handles license purchasing and any additional purchases.
- Core application administration - Accounts, groups, settings, and access for your managed applications.
- Hardware troubleshooting and diagnostics - Remote diagnosis of faults on any device, with advice on next steps. Physical repair, replacement, shipping, and hardware purchase are covered only for devices bought through Deel IT or managed by our Device Lifecycle Management service.
This service handles the troubleshooting and coordination of hardware issues
The actual costs for repairs, providing loaner devices, or replacing equipment fall under Deel's Device Lifecycle Management (DLM) service, which is a separate add-on.
- Custom playbooks for your organization's workflows
Our in-house IT engineers handle a wide range of issues across Windows, macOS, Linux, iOS, and Android.
What's not included
24/7 Tech Support does not cover:
- MDM (Mobile Device Management), IAM (Identity and Access Management), or Endpoint Protection setup
- Specialist systems or custom integrations beyond your Managed Applications list
- On-premise support (remote only)
- Email filtering, anti-spam, or phishing simulations
- IT strategy, consulting, or architectural work
- Full project management or deployment ownership
- Setting up new third-party tools
- Device lifecycle and hardware (ordering, repairs, shipping, disposal)
Submitting and Tracking Requests
Deel offers a zero-friction ticketing experience to eliminate endless email chains.
Creating a Request
Admins, managers, or workers can click Create Support Request in-platform. You can:
- Submit for yourself or on behalf of a teammate (with privacy controls for sensitive issues)
- Analyze support conversations
- Close requests yourself
Multi-Channel Access
While in-platform ticketing is recommended for the fastest tracking and SLA monitoring, support is also available via email and the Slack app.
Real-Time Tracking
The Request Tracker view allows you to monitor the status and priority level of every ticket in your organization:
- Open – request received and waiting to be reviewed
- In progress – our team is actively working on it
- On hold – we need more information from you
- Closed – request has been completed and closed
You can also export your data as CSV with the complete information on the requests opened by your organization for deeper analytics.
SLA-Backed Resolutions
We provide enterprise-grade accountability through contractual Service Level Agreements (SLAs).
| Priority | Description | Response Time | Resolution Time |
|---|---|---|---|
| P1 | Multiple users impacted; significant business impact | 1 Hour | 4 Hours |
| P2 | Single user impacted; no known workaround | 2 Hours | 1 Day |
| P3 | Single user impacted; workaround available | 4 Hours | 2 Days |
| P4 | General IT requests; low urgency | 24 Hours | 5 Days |
Enrollment and Automation
Deel IT is designed to scale with your business through flexible enrollment and automated workflows.
Flexible Enrollment
You don't have to cover everyone. Enroll your entire org, or selectively cover specific:
- Teams (e.g., Engineering)
- Regions (e.g., APAC)
- Individual VIP users
HR Integration
By linking IT support to Deel HR, you can automate critical tasks. For example, a "New Hire" trigger in HR can automatically create an IT support ticket to provision all necessary software accounts before their first day.
Analytics
Use the dashboard to identify trends, such as a spike in hardware issues in a specific region, to make data-driven decisions about your tech stack.
Frequently Asked Questions
[ACCORDION] Is 24/7 Tech Support included in the Deel IT paid plan by default?
No. This is a stand-alone service, separate from other forms of support in Deel IT and Deel as a whole.
[ACCORDION] Does this service cover the financial cost of repairing or replacing broken hardware?
No, it does not. The 24/7 Tech Support team handles the troubleshooting and coordination of hardware issues. The actual costs for repairs, providing loaner devices, or replacing equipment fall under Deel's Device Lifecycle Management (DLM) service, which is a separate add-on.
[ACCORDION] What if we already have an internal IT team?
This service can also complement your existing team. By outsourcing the repetitive, day-to-day user tickets (like password resets and access requests) or covering after-hours support, your internal IT staff is freed up from being overwhelmed and can focus on higher-impact, strategic projects.
[ACCORDION] Are support specialists able to assist my team in languages other than English?
Support is offered only in English.
[ACCORDION] Are we locked into a rigid contract for this support?
Deel IT paid features require an active contract. Our per-seat, per-worker, per-month pricing lets you manage who has access: you can assign individual workers from 24/7 support at any time. Note that your total license count is cotermed with your contract term: once you increase it, that count is locked in and can't be reduced until renewal, regardless of billing frequency.
[ACCORDION] Is there a fee to use 24/7 Tech Support?
24/7 Tech Support is a paid feature in the Deel IT catalog of Software Services, priced at $99 per user per month. Get in touch with our team to learn more.
[ACCORDION] Is Tech Support really available 24/7?
Yes! Requests can be submitted at any time, and the support workflow is designed to provide coverage around the clock.
[ACCORDION] What should I do if my issue is urgent?
When creating a request:
Select the most relevant category
Clearly mark the issue as urgent in the description
Include what is blocked (e.g., "cannot access laptop", "locked out of account")
[ACCORDION] How long will it take to receive a follow-up on my request?
Once your request is submitted, our support team will follow up as soon as possible. Response times vary depending on request volume and issue complexity.
Your organization's SLA (Service Level Agreement) defines guaranteed response and resolution times based on priority level. See About 24/7 Tech Support from Deel IT for the full SLA table (Priority levels P1-P4).
[ACCORDION] What should I do if my request isn't solved?
Deel IT operates with defined SLAs. If your issue hasn't been resolved within a reasonable timeframe:
Reach out to your IT Manager for escalation
Reference your Request ID in any follow-up
Include context on what you've tried and any workarounds you've found
The support team may need additional information to continue the investigation.
[ACCORDION] What happens after my request is resolved?
Once marked Resolved, the request is closed. If the issue continues:
Reopen the conversation (if available in the Deel platform), or
Submit a new request and reference the original Request ID in the subject line or description
This helps the team connect related issues and provide continuity.
[ACCORDION] I can't find the 24/7 Tech Support option. Where do I request support?
The 24/7 Tech Support feature isn't in Communication Center, it's a standalone widget on your IT Overview page. You can:
Submit a request through Deel
If you're an admin: Make sure your team members have 24/7 Tech Support licenses assigned. For step-by-step instructions, see Managing 24/7 Tech Support Licenses in the Help Center.
[ACCORDION] Can I submit a request for multiple team members with the same issue?
If multiple people are experiencing the same issue (e.g., "all design team members can't access Figma"), submit one request detailing:
How many people are affected
Which team/department is impacted
Whether it's blocking work (P1 priority indicator)
This helps the support team prioritize and assign appropriate resources. They may ask for follow-up details during investigation.
[ACCORDION] Can I attach files or screenshots to my request?
Yes! Attaching files helps the support team investigate faster. You can add:
Screenshots showing the error or issue
Log files or error messages
Configuration details or settings
Video recordings of the problem (if applicable)
Acceptable file types include: PNG, JPG, PDF, TXT, DOC, DOCX (check your Deel Help Center for full file type list). Keep files under 5 MB when possible.