Introducing VIP Contacts for Unlimited Helpdesk Clients | Uptime
- liamc0708
- Nov 6
- 2 min read
New from Uptime: VIP Contacts are now available for all Unlimited Helpdesk clients, giving your most important users faster responses, higher visibility, and dedicated "white-glove" support from our service desk experts.
What Are VIP Contacts?
VIP Contacts is a new feature in Uptime's Unlimited Helpdesk, specifically designed for Managed Service Providers (MSPs) who want to prioritise their most critical users.
When a VIP logs a support ticket, they are automatically upgraded to Priority 2 (P2) — sitting between Critical and High — with a 1-hour contracted SLA and typically an even faster response time, ensuring:
Rapid response from our Helpdesk team
Consistent handling of high-importance tickets
Automatic system checks to maintain priority and consistency
How VIP Ticket Handling Works at Uptime
When a VIP user logs a ticket through our 24/7 white-label Helpdesk, our system automatically:
Assigns it P2
Flags the user as a VIP contact for engineer visibility
Continuously checks to maintain VIP status
This workflow guarantees immediate attention and prevents accidental priority downgrades.
Who Can Be an Uptime VIP Contact?
Each Unlimited Helpdesk partner can designate up to 5% of their users as VIP Contacts, ensuring high performance without compromising service levels for other users.
Guidelines for VIP users:
Should not rotate frequently
Should log tickets for themselves (not others)
They are typically senior staff, executives, or key operational roles
Adding VIPs is easy — contact your Account Manager and we'll activate their status.
Included at No Extra Cost
VIP Contacts are part of Uptime's Unlimited Helpdesk — with no additional fees for this enhanced level of service. Meaning you can provide faster, more reliable support to your most valuable clients without increasing your costs.
Why Uptime Introduced VIP Contacts
At Uptime, we understand that not all support requests are created equal. When a VIP user needs help, it often impacts wider business operations, and speed matters.
By offering VIP Contacts, we're enabling MSPs to deliver enterprise-grade responsiveness and reliability, backed by 24/7 white-label support that your clients already trust.
Part of the Uptime Unlimited Helpdesk Ecosystem
Our Unlimited Helpdesk offers flexible, scalable support for MSPs across the UK, including:
Remote, Onsite, 24/7, and Hybrid Helpdesk options
Proactive monitoring and patch management
Automation and remediation tools
Detailed reporting, QBRs, and best practice reviews
Whether you're scaling your IT operations or offloading first-line support, Uptime provides the infrastructure, tools, and talent to help your MSP grow.
Ready to Elevate Your Client Experience?
Book a free consultation with one of our experts to explore how VIP Contacts and the Unlimited Helpdesk can transform your service delivery.