IT Managed Services Response Times
PRIORITY LEVEL
RESPONSE TIME DURING BUSINESS HOURS
Monday - Friday, 8am-6pm, EST
1
Remote within 30 min
On-Site within 2 hours
2
Remote within 1 hour
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On-Site within 3 hours
3
Remote within 2 hours
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On-Site within 4 hours
RESPONSE TIME DURING NON-BUSINESS HOURS
Monday - Friday, Afterhours / Weekends / Holidays
1
Remote within 2 hours
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On-Site within 4 hours
2
Remote within 2 hours
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On-Site within 4 hours
3
Remote within 4 hours
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On-Site within 6 hours
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For same day services on priority 3 tickets must be entered before 4pm, EST.​
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The Company reserves the right to allow the Company's Network Operations Centre (NOC) to address all tickets initially, as applicable. If the NOC cannot resolve a ticket it will be escalated to a technician with the Company. If a ticket is escalated to the Company from the NOC, the Company may, in its sole discretion, determine that an onsite visit is necessary.​
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On-Site support will be assessed by the Company and provided only as required. Additional fees may be incurred.
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Client agrees that weather, traffic conditions or Force Majeure outside the control of the Company may extend or prevent remote or onsite response.