How support works
We assign the lowest tier that can resolve it.
Our service is structured into transparent, industry-aligned tiers. Work starts at the lowest appropriate tier and escalates only when complexity, risk or urgency requires it, with complete documentation handed forward at every step.
Complimentary, brief remote help during business hours: procurement guidance, a single setting change, or a pointer to the right support article. Roughly 15 minutes per issue, no SLA.
User and group creation, drive mapping, workstation troubleshooting, printer setup, Office and desktop applications, sign-in problems, Wi-Fi and VPN connectivity. Escalates to L2 after 15–30 minutes.
Firewalls, routers, switches and access points; Windows and Linux servers; Hyper-V and VMware; Microsoft 365, Azure, AWS and Google Cloud tenants; VLAN routing and conditional access; backups and restores; structured cabling.
Incident command during outages and security events, ransomware triage and recovery, tenant migrations, multi-site firewall and VPN design, Wi-Fi architecture, storage recovery, DR validation, HIPAA and PCI DSS readiness, carrier escalation.
How we prioritize
| Priority | Definition | Examples |
|---|---|---|
| P1 - Critical | High impact and high urgency. Core services, security or compliance at risk. | Network down, email down, active ransomware, EHR inaccessible |
| P2 - High | Significant impact. Service degraded or multiple users affected. | Partial outage, single location down, urgent access removal |
| P3 - Normal | Limited impact. Time-sensitive but core services unaffected. | Single-user lockout, workstation issue, application troubleshooting |
How it works
Open a ticket on the web portal, by email, or call for anything urgent. During business hours we answer in under 2 minutes on average.
We confirm the request, establish impact and urgency, and assign the right engineer by complexity and priority.
Remote-first wherever possible, to restore productivity fast. We validate the fix and document everything we changed.
A plain-English outcome summary, documented changes, risk-reduction guidance, and options with estimates for follow-up work.
Add-ons that reduce support costs
Next-generation antivirus and ransomware protection, plus pre-approved access that lets engineers diagnose faster with less disruption.
Explore IT ShieldAutomated patching and enhanced maintenance for workstations and servers, preventing the failures that become expensive tickets.
Explore IT CareBusiness-grade backup that protects against data loss and enables disaster recovery you can actually test.
Explore IT GuardWhat we manage.
A plan covers the whole environment, not a device list: hardware, operating systems, business applications, cloud tenants, identity, security, and the maintenance that keeps all of it current.
Hardware
- ISP devices, routers, switches
- Wireless access points & controllers
- PBX appliances & office phones
- VPN and anti-SPAM appliances
- DAS, SAN and NAS storage
- Computers, monitors, peripherals
- Cellphones, tablets, handheld WMS
- Scanners, printers, fax machines
- Time clocks & card machines
- IoT: cameras, alarms, thermostats
Software
- Firmware and drivers
- Microsoft Windows, Apple macOS
- Red Hat Enterprise Linux, Ubuntu
- Office suites
- Local end-user applications
- On-premises applications
- Hybrid cloud applications
- SaaS applications
Managed services
- Support & maintenance services
- Procurement assistance
- Live-access documentation
- Custom policies and procedures
- Named account executive for leadership
- ISP, domain & website management
- Microsoft 365, Google Workspace
- Backups, restore, replication, HA
- EDR antivirus with license
- SSO / IAM / RBAC, MDM
Maintenance
- Firmware, driver and OS patching
- Desktop and server OS upgrades
- Application updates via RMM
- AV / EDR security scans
- Security baseline and hardening
- Hardware status inspection
- Reporting and analytics
- Supervised cycles monthly to quarterly
- Automated cycles daily to monthly
FAQ
How do I get support?
Call (855) 554-8872 for anything urgent. For requests, open a ticket or message us on WhatsApp at (305) 440-0554. WhatsApp is for messages and new tickets, never for emergencies.
What is a P1?
A P1 is an emergency that stops your business, such as a server down, no internet or a security incident. Say 'P1' when you call and the call goes straight to an engineer.
How fast will someone answer?
Calls are answered in under 2 minutes on average during business hours. Emergencies are answered 24/7 by phone.
Who works on my ticket?
The lowest tier that can resolve it, starting with the help desk. If it needs a senior engineer, the ticket moves up with its full notes, so you never repeat yourself.
Do I approve work before you do it?
Yes. Anything outside your plan or your quote is priced and approved by you before we start.
Something down right now?
Call (855) 554-8872. An engineer answers 24/7/365.