Use your agreed support channel
Raise live incidents through the contact route documented during onboarding so that the correct SLA, priority and escalation path can be applied.
Specialist support for business-critical EUC environments
Specialist Citrix and EUC support for internal IT teams.
When your internal team reaches the limit, Think Response gives it direct access to experienced End User Computing specialists. We follow the evidence across Citrix, NetScaler, Microsoft, identity, profiles, virtualisation, storage and networking to restore service, establish the cause and reduce recurrence.
Choose the route that fits your current arrangement, coverage needs and operational risk.
Coverage and response commitments are defined by your selected SLA. On Demand assistance is subject to engineer availability.
- Since 2006
- specialist EUC experience
- 100,000+
- desktops delivered, managed or supported
- 24x7 NOC
- coverage defined by your chosen SLA
- One accountable partner
- support, diagnosis and improvement
Start in the right place
The right route depends on your support arrangement.
Request On Demand help
Tell us what is happening and we will assess the request against specialist availability. On Demand enquiries do not have a response SLA.
Describe the problemDesign a support contract
Choose coverage, response commitments and an engineering-hour balance around the risk, complexity and budget of your environment.
Discuss your requirementsWho supports the support team?
Specialist backup for the problems that cannot wait for guesswork.
Your service desk has reached its limit
The incident has moved beyond a scripted fix, but the business still expects a clear owner and a safe route back to service.
The same fault keeps returning
Service is restored, the ticket is closed and the underlying problem remains ready to disrupt users again.
Your senior engineer is a single point of failure
Leave, sickness, recruitment gaps or competing projects can remove the only person who truly understands the platform.
Every supplier can see only their own layer
Citrix, Microsoft, cloud, identity, network and storage teams are all involved, but nobody is following the complete evidence chain.
Not another generic helpdesk
A generic desk can record that Citrix is slow. Thintech finds out why.
Restoring service is only the beginning. We help you understand why the incident happened, what remains at risk and what should change to reduce the chance of it happening again.
Restore
Stabilise the affected service and protect business continuity.
Establish
Follow the evidence across the full EUC service chain.
Explain
Show what happened, why it happened and what remains at risk.
Improve
Recommend or deliver controlled change to reduce recurrence.
Full-stack investigation
We do not stop at the Citrix console.
A user experiences one service, not a collection of supplier boundaries. Think Response follows the evidence through every relevant dependency before deciding what needs to happen next.
- User and endpoint
Device, connection, workflow and user experience
- Access and identity
NetScaler, gateways, MFA, Entra ID and authentication
- Desktop and applications
Citrix, AVD, Windows 365, RDS, images and policies
- Profiles
FSLogix, Citrix Profile Management, TPMM and Windows Search
- Platform
VMware, Hyper-V, XenServer, compute, memory and capacity
- Infrastructure
Active Directory, DNS, SQL, storage, networking and cloud
- Security and resilience
Hardening, patching, certificates, backup and recovery
- Operations
Monitoring, incidents, problems, changes, knowledge and reporting
Specialist capability on demand
The engineering depth your internal team should not have to carry alone.
Use Think Response as an escalation point, resilience layer and route from immediate recovery into lasting improvement.
Third-line EUC escalation
Add experienced specialists behind your internal service desk for the incidents that need deeper platform and architectural knowledge.
Citrix and NetScaler support
Investigate CVAD, DaaS, legacy XenApp and XenDesktop, StoreFront, PVS, MCS, profiles, Director, licensing, gateways and load balancing.
Microsoft digital workplace
Support Azure Virtual Desktop, Windows 365, Microsoft 365, Intune, Entra ID, FSLogix, RDS, Group Policy and Active Directory dependencies.
Performance and root cause
Move beyond symptom management with evidence-led investigation across identity, profiles, SQL, storage, networking, compute and security controls.
Serious incident assistance
Bring specialist technical assistance into high-impact incidents, with scope, availability and responsibilities defined by the support arrangement.
Third-line backup cover
Protect service continuity when your most experienced people are unavailable, stretched across projects or difficult to replace.
24x7 NOC capability
Where contracted, agreed alerts are reviewed by Thintech's Network Operations Centre and routed through defined acknowledgement and response workflows.
Problem and service improvement
Use incident evidence, trend analysis and technical reviews to prioritise the changes that reduce risk and recurring demand.
A fairer support model
Pay for useful engineering time, not for incident numbers.
We do not price contracted support by incident. You choose the SLA that reflects your operational risk and buy an agreed bank of engineering hours. Time is recorded transparently, unused hours can carry into the next renewed contract period, and the same capacity can be directed towards agreed consultancy or remediation.
- Choose your coverage and response commitment.
- Choose the engineering capacity your team needs.
- Use it across support, prevention and agreed consultancy.
No incident fee
Contracted support is not priced by the number of incidents raised.
Your chosen SLA
Select coverage and response commitments around operational risk and budget.
Transparent time
Engineer activity and time are recorded against the relevant ticket and hour balance.
Hours that carry forward
Unused hours carry into the next contract period when renewed, subject to the agreed terms.
Support or consultancy
Use retained hours for agreed support, investigation, remediation or consultancy activity.
One useful balance
Direct engineering capacity to the work that creates the most value instead of wasting it.
Carry-forward, eligible activity and service boundaries are recorded in the agreed proposal and service schedule.
Compare at a glance
Three clear ways to strengthen your team.
On Demand
- Best fit
- Occasional specialist help
- Response commitment
- No contracted target
- Environment knowledge
- Built during each engagement
- Commercial model
- As purchased or time and materials
- Monitoring
- Not included
Assured
- Best fit
- A dependable third-line extension
- Response commitment
- Defined in your chosen SLA
- Environment knowledge
- Onboarding and retained documentation
- Commercial model
- Transparent contracted hour bank
- Monitoring
- Available by agreement
Proactive
- Best fit
- Support plus operational visibility
- Response commitment
- Defined in your chosen SLA
- Environment knowledge
- Onboarding, documentation and reviews
- Commercial model
- Transparent contracted hour bank
- Monitoring
- Contracted NOC workflows
Prepared before the pressure arrives
Support works better when the engineers already know where to look.
Contract onboarding turns supplier access into a controlled, customer-specific service rather than an anonymous queue.
Discover
Confirm services, users, business impact and support boundaries.
Map
Record architecture, dependencies, suppliers and known constraints.
Secure
Agree controlled access, customer authorisation and data handling.
Connect
Define contacts, ticket routes, priorities and escalation paths.
Document
Capture the operational knowledge engineers need to act effectively.
Monitor
Configure only the checks, alerts and workflows included in scope.
Validate
Test access, communications and service acceptance before go-live.
Introduce
Bring your team and Thintech's service team together around one plan.
A complete support lifecycle
From first contact to fewer repeat incidents.
Contact
Receive the request through the agreed channel.
Triage
Confirm impact, priority, ownership and next action.
Investigate
Gather evidence across the relevant service layers.
Stabilise
Protect users and restore an acceptable service.
Resolve
Complete the agreed technical action and validate it.
Explain
Record cause, evidence, decisions and residual risk.
Improve
Use lessons learned to reduce recurrence and demand.
24x7 operational capability, clearly bounded
A serious support service needs clarity as much as technical skill.
Monitoring, response, investigation, remediation and authorised change are related, but they are not the same promise.
A clear SLA boundary
Coverage hours, priority definitions and response targets are recorded in the customer service schedule. A response target is not a guaranteed resolution time.
Controlled access and change
Access, authority and customer responsibilities are agreed during onboarding. Production changes are separated from investigation and follow the applicable approval and rollback controls.
ITIL-compliant service management
The service desk handles incidents, problems, changes, knowledge and reporting through ITIL-compliant processes, while the exact service outputs remain contract-specific.
No dead end after the ticket
Move naturally from recovery into a better service.
Thintech can remain accountable when an incident reveals a wider diagnostic, design, remediation or operating-model need.
Think Response
Restore service, investigate incidents and retain specialist knowledge.
Start a conversationThink Health
Examine recurring symptoms, resilience, performance, security and technical debt in depth.
Explore Think HealthConsultancy and TDM
Design and deliver controlled remediation, modernisation or migration.
Explore Consultancy and TDMManaged Services
Move from specialist escalation into an agreed ongoing operating model where appropriate.
Explore Managed ServicesWhere appropriate, Thintech can apply TDM for controlled delivery, TRE for safe validation and TPMM for profile and personalisation challenges.
Public customer evidence
Specialist support that becomes part of the customer's capability.
Published case studies show Thintech supporting internal teams, retaining specialist knowledge and taking responsibility beyond the initial project.
Multi-location financial services
IPES
A small, underperforming Citrix installation developed into a complete virtual desktop service.
Internal staff trained for day-to-day operation, backed by continuing specialist escalation support.Read the IPES case studyBusiness-critical charity services
Mencap
Managed support across a broad infrastructure and virtual desktop estate, with Thintech acting as technical design authority.
A rebuilt Citrix virtual desktop and secure-access environment serving approximately 3,500 users in the published project context.Read the Mencap case study
Think Response brochure
Take the Think Response service overview with you.
The brochure introduces the Think Response support model, engagement options and service approach. Coverage, scope and commercial terms are confirmed in your proposal and service schedule.
Download Think Response (PDF)4 pages - PDF - 1.35 MBStraight answers
Think Response questions.
What is Think Response?
Think Response is Thintech's specialist support service for business-critical End User Computing environments. It can provide occasional assistance, contracted third-line cover or support combined with agreed monitoring workflows.
Is Think Response a generic outsourced helpdesk?
No. Think Response is designed to strengthen an internal service desk with experienced EUC engineering. Thintech follows evidence across Citrix, Microsoft, identity, profiles, virtualisation, storage, networking and other dependencies rather than stopping at the first visible symptom.
Can Thintech work behind our existing IT team?
Yes. Think Response can act as a third-line extension of your team, with agreed ticket routes, escalation responsibilities, environment knowledge and service boundaries.
Do all customers receive 24x7 support?
No. Thintech operates a 24x7 Network Operations Centre and service-desk capability, but each customer's coverage, monitoring and response commitments are defined by the SLA and service schedule they select.
How are contracted support hours charged and tracked?
Think Response is not priced per incident. Engineering activity and time are recorded against the relevant ticket and deducted from the customer's agreed hour balance, providing visibility of how retained capacity has been used.
Do unused support hours carry forward?
Unused contracted hours carry into the next contract period when the service is renewed, subject to the commercial terms agreed with the customer. The proposal and service schedule make the rollover position clear.
Can our support hours be used for consultancy?
Yes. By agreement, retained hours can be directed towards support, technical investigation, remediation or Thintech consultancy. Larger or higher-risk changes may require a separately scoped statement of work and change controls.
What is the difference between monitoring and remediation?
Monitoring detects an agreed condition. Alert acknowledgement, investigation, remediation, automated action and customer-authorised change are separate activities. Your service schedule states which activities and workflows are included.
Does an SLA response target guarantee resolution?
No. A response target defines when Thintech will acknowledge and begin handling an eligible request. Resolution depends on the fault, access, evidence, dependencies, third parties and any change approval required.
Does On Demand support include an SLA?
No. On Demand assistance is subject to engineer availability and does not include a contracted response target. Organisations that require defined commitments should discuss an Assured or Proactive arrangement.
Can you help with recurring Citrix or EUC performance problems?
Yes. Thintech can investigate the complete service chain, establish evidence and recommend next steps. A recurring or estate-wide problem may lead into Think Health or a controlled consultancy and remediation engagement.
What happens during support onboarding?
Onboarding establishes scope, architecture, dependencies, secure access, contacts, priorities, escalation routes, documentation and any contracted monitoring workflows before service acceptance.
Give your IT team the backup they deserve
Build a support service around your environment, risk and budget.
Tell us where your team needs help. We will use the first conversation to understand the service, identify the right support route and make the commercial and SLA boundaries clear.
- Choose coverage and response commitments that fit the risk
- Retain direct access to experienced EUC specialists
- Track how engineering time is used
- Turn incident evidence into practical improvement