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
Submitting and Tracking Requests
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 simply 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 Scope and Coverage
Our in-house IT engineers handle a wide range of issues across Windows, macOS, Linux, iOS, and Android.
What is Covered
- Hardware & Devices: Troubleshooting malfunctions and coordinating repairs via MDM.
- Software & Apps: Support for core business tools like Google Workspace, Zoom, HubSpot, and Slack.
- Access & Identity: Account provisioning/deprovisioning, password resets, and MFA enforcement.
- General IT Queries: Best practices, "how-to" guidance, and system recommendations.
What is Not Covered
- IT consulting or high-level strategy.
- Project management or architecture services.
- Custom software development or bespoke integrations.
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), as well as analyze support conversations or closing requests yourself.
- Multi-Channel Access: While in-platform ticketing is recommended for the fastest tracking and SLA monitoring, support is also available via email.
- Real-Time Tracking: The Request Tracker view allows you to monitor the status (Open, In Progress, On Hold, Closed) and priority level of every ticket in your organization.
- Export your data: Perform deeper analytics by exporting the CSV with the complete information on the requests opened by your organization.
For more information on how to open a Request ticket, check out the Submit and Track Support Requests (Admin) and How to Create a 24/7 Tech Support Request (Worker) guides.
SLA-Backed Resolutions
We provide enterprise-grade accountability through contractual Service Level Agreements (SLAs).
Note: SLA compliance is guaranteed for tickets raised via the in-platform system.
| 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), or 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 flexible, per-seat, per-worker, per-month pricing lets you manage costs easily, allowing you to add or remove individuals or teams from 24/7 support as your operational needs change.