What you can expect from us, written down.
Our service levels set out when we are available, how quickly we respond, and what happens when a problem is serious. They apply to clients on a managed plan.
Book a free conversation613-510-1264- 20+ yearsof combined experience managing technology for businesses
- Since 2019serving Ottawa and Gatineau
- Remote firston site when hardware or cabling needs hands
Response targets
| Priority | What it means | Response target |
|---|---|---|
| Critical | Your whole office or a key system is down. | Within 1 hour, any time of day |
| High | A person or important system is blocked, with no workaround. | Within 2 hours during business hours |
| Normal | An issue that is annoying but you can keep working. | Within 4 business hours |
| Request | A new user, new software, or a planned change. | Within 1 business day |
Support hours
- Standard hours. Monday to Friday, 8:00 a.m. to 5:00 p.m. Eastern
- After hours and weekends. Critical issues only; included on the remote + on-site plan, extra on remote-only
- Holidays. Critical issues only
On-site response
On-site help is part of our remote + on-site plan, for problems that cannot be fixed remotely.
- On-site response target. Next business day, same day for critical issues where possible
- Coverage area. Ottawa and Gatineau; outside this area by arrangement
How to reach us
- Phone: 613-510-1264
- Email: [email protected]
- Urgent issues: Call 613-510-1264 and follow the prompts for urgent issues
What happens when something is critical
- 01
Acknowledge
We confirm we have the issue and who is working on it.
- 02
Fix or contain
We restore service first, then look for the cause.
- 03
Keep you informed
You get updates in plain language until it is resolved. At least every hour for critical issues
- 04
Follow up
We explain what happened and how we will prevent it. A short written summary for critical issues
Other commitments
- Backups. Backups monitored daily; restore tests on a regular schedule
- Monitoring and patching. Monthly patching, critical security updates as soon as practical
- Reviews. Periodic review of your environment and open items
Common questions
Are these targets guaranteed?
These are response targets, not guarantees of resolution time; remedies, if any, are set out in your service agreement
Which plans include these service levels?
See our managed IT plans.
Questions about our service levels?
Tell us what you have and we will tell you plainly which plan fits.
Book a time[email protected]