Peace of Mind With Guaranteed Response Times
Managed Support & SLA Services
Sleep better knowing expert help is just minutes away when issues arise. Get 24/7 monitoring, guaranteed response times, and multi-level support from helpdesk to architecture—all backed by 16+ years of enterprise experience and clear SLA commitments.
Multi-Level Support Structure
Get Your Team Unstuck Fast
What This Delivers: Stop losing productivity to password resets and basic IT issues. Your team gets immediate help with common problems so they can get back to work quickly, while we handle the frustrating technical details and document everything for future reference.
What We Handle:
- ✓ User password resets & account access
- ✓ Basic software troubleshooting
- ✓ Email & collaboration tool issues
- ✓ Printer & peripheral support
- ✓ Incident logging & tracking
- ✓ Follow Runbook, Knowledge base & self-service articles
Solve Complex Problems That Stump L1
What This Delivers: When issues go beyond basic troubleshooting, our experienced engineers dig deep to identify complex application problems, network issues, and infrastructure challenges. We find root causes quickly so problems don't keep recurring.
What We Handle:
- ✓ Complex application & integration issues
- ✓ Network connectivity & performance problems
- ✓ Server & service troubleshooting
- ✓ Performance tuning & optimization
- ✓ Security incident investigation & response
- ✓ API & integration debugging
Deep Infrastructure Expertise When You Need It
What This Delivers: Access senior engineers with specialized expertise in cloud platforms, databases, and infrastructure for the toughest challenges. Get code-level debugging, security expertise, and vendor management without the overhead of hiring full-time specialists.
What We Handle:
- ✓ Deep infrastructure troubleshooting
- ✓ Database administration & optimization
- ✓ Cloud platform management (Azure, AWS)
- ✓ Advanced security issue resolution
- ✓ Application code-level debugging
- ✓ Vendor escalation & relationship management
Strategic Guidance for Major Decisions
What This Delivers: Get expert architectural guidance for major technology decisions without hiring a full-time CTO. Benefit from 16+ years of enterprise experience to plan migrations, choose the right technology stack, and design scalable solutions that support your business growth.
What We Provide:
- ✓ Solution architecture design & review
- ✓ Technology stack & platform recommendations
- ✓ Cloud migration planning & execution
- ✓ Capacity planning & scalability design
- ✓ Strategic IT consultation & roadmapping
- ✓ Fractional CTO & vCTO services
Service Level Agreement Options
Choose the right SLA tier for your business needs. All tiers include 24/7 monitoring and multi-level support access.
Standard SLA
Response Times:
- • Critical: <4 hours
- • High: <8 hours
- • Medium: <24 hours
- • Low: <48 hours
Support Hours:
- • Mon-Fri: 9:00-18:00
- • After-hours: Emergency only
Includes:
- ✓ L1-L3 Support access
- ✓ 24/7 monitoring
- ✓ Monthly reporting
- ✓ Incident management
Premium SLA
Response Times:
- • Critical: <1 hour
- • High: <4 hours
- • Medium: <8 hours
- • Low: <24 hours
Support Hours:
- • 24/5 coverage
- • Dedicated support contact
Includes:
- ✓ All Standard features
- ✓ L1-L4 Support access
- ✓ Priority incident handling
- ✓ Quarterly reviews
Enterprise SLA
Response Times:
- • Critical: <15 minutes
- • High: <1 hour
- • Medium: <4 hours
- • Low: <8 hours
Support Hours:
- • 24/7 coverage
- • Dedicated account manager
Includes:
- ✓ All Premium features
- ✓ Custom SLA terms
- ✓ Proactive optimization
- ✓ Strategic planning
What's Included
Fast Response When Issues Strike
What This Delivers: When systems go down, every minute counts. Get rapid response with guaranteed SLA times, clear escalation paths, and thorough follow-up to prevent future issues.
How We Do It:
- ✓ Guaranteed priority incident handling
- ✓ Comprehensive root cause analysis
- ✓ Detailed post-mortem reports
Catch Problems Before Users Notice
What This Delivers: Stop firefighting and start preventing. Our 24/7 monitoring detects and often resolves issues before they impact your business, while tracking trends to help you plan for growth.
How We Do It:
- ✓ Automated infrastructure health checks
- ✓ Real-time performance tracking
- ✓ Proactive capacity planning
Stay Secure & Up-to-Date Automatically
What This Delivers: Eliminate security vulnerabilities and system drift without disrupting your business. We handle patches, updates, and maintenance during planned windows, ensuring your backups work when you need them.
How We Do It:
- ✓ Proactive security patch management
- ✓ Scheduled maintenance windows
- ✓ Regular backup testing & verification
Clear Visibility Into Your IT Operations
What This Delivers: Understand exactly how your IT infrastructure is performing with clear reports and dashboards. Track SLA compliance, identify recurring issues, and make informed decisions based on real data.
What You Get:
- ✓ Detailed monthly SLA compliance reports
- ✓ Incident trend analysis & recommendations
- ✓ Real-time performance dashboards
Make Changes Safely Without Disruption
What This Delivers: Implement system changes with confidence knowing there's a clear process, approval workflow, and rollback plan. Minimize risk and business disruption while keeping your systems evolving.
How We Do It:
- ✓ Structured change approval workflows
- ✓ Tested rollback procedures
- ✓ Comprehensive documentation updates
Empower Your Team With Knowledge
What This Delivers: Build internal capability while relying on our expertise. We don't hoard knowledge—we share it through training, documentation, and best practice guidance so your team becomes more self-sufficient over time.
What You Get:
- ✓ Regular team training sessions
- ✓ Comprehensive documentation library
- ✓ Industry best practice guidance
Add-on Services
Need Reliable IT Support?
Get peace of mind with professional IT support and guaranteed response times. Let's discuss the right SLA tier for your business.