Somebody has to answer when email stops arriving at 8am on a Monday. Somebody has to know whether last night’s backup actually ran. That is this unit: the one that lets the rest of your organization ignore infrastructure entirely.
When you need it
When something breaks, the answer depends on who happens to be in the office. There is no number, there is a favor.
There is an external drive plugged in somewhere and nobody has ever restored a file from it. That is not a backup, it is a hope.
Someone left months ago and their account is still active, still in the shared drive, still on the license bill.
What it covers
In writing
These times go in the agreement. If we miss them, it comes off the following month invoice.
First response time by severity
| Severity | Example | Essential | Managed | Critical |
|---|---|---|---|---|
| Critical | Network or email down organization-wide | 4 bus. hrs | 30 min | 15 min |
| High | One department down, file server unreachable | 8 bus. hrs | 2 hrs | 30 min |
| Medium | A single workstation, network printer | 1 bus. day | 4 bus. hrs | 2 bus. hrs |
| Low | New user setup, scheduled install | 3 bus. days | 1 bus. day | 4 bus. hrs |
| Coverage | When the clock is running | Mon–Fri 9–6 | 24/7 | 24/7 |
Case
Questions
Usually we free them from firefighting so they can work on what they know about your business. We take standby, monitoring and documentation; they stay the internal face.
We open the ticket, chase it and keep you informed. Part of what you are buying is somebody pursuing that for you.
You have permanent dashboard access to every ticket, who took it and how long it ran. We also send a one-page monthly summary: what happened, what got fixed, what deserves attention.
Yes, and we send the certificate before you sign anything. A surprising number change the subject.