Mon–Fri, 9:00 AM – 5:00 PM PST

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Support & SLA

Published response targets, not vague promises

Every ticket gets a priority, and every priority has a response target and an update cadence in writing. Here is the whole table.

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Priority levels

How we triage your ticket

Priority is assigned by business impact, not by who shouted loudest. You can always ask us to escalate — and we'll tell you why if we disagree.

P1 · Critical

Response 1 hour

A problem impacting a significant group of users, or any mission-critical issue.

Updates every 4 hours

For example

  • A critical network server is down
  • The entire office is offline
  • Email system is down
  • Internet connection lost or dropping

P2 · High

Response 4 hours

Significant but non-critical issue degrading performance while services stay up. Can escalate.

Daily updates

For example

  • A single user unable to work on any workstation
  • Printing issues affecting multiple users
  • Locked or restricted staff accounts

P3 · Standard

Response 8 hours

Routine request affecting a single user, or a non-critical software or hardware error.

Updates every 3 days

For example

  • New user account setup
  • Printing issue for a single user
  • Software reinstallation or upgrade

P4 · Scheduled / Low

Response 3 business days

Work planned in advance, minor service issues, or general inquiries.

Weekly updates

For example

  • Intermittent issues where the user stays productive
  • Technical consultation on future purchases

P5 · Project

Response 2 business days

Long-term project or service request scoped separately from the MSA.

Bi-monthly updates

For example

  • Office move or network rebuild
  • Server or cloud migration

Hours, windows & emergencies

  • Standard maintenance window: Mon–Fri, 9:00 AM – 5:00 PM PST
  • Automatic patching runs between 10 PM and 6 AM so nobody loses working time
  • 24/7 helpdesk coverage is available as an add-on for after-hours operations
  • After-hours, weekend and holiday emergency dispatch bills at $125/hour
  • Each agreement includes 0.25 support hours per covered user each month

Out-of-scope labor

Projects, migrations and anything outside the agreement bill hourly on a sliding scale set by your plan — always quoted and approved before we start.

Hourly labor rates by plan level. $0 means the work is already covered by your agreement.
Type of work Platinum Gold Silver Bronze À la carte
Remote support Screen-share and background work from our office, during the standard maintenance window. Included $40/hr $80/hr $100/hr $120/hr
Shop labor Bench work at our shop: rebuilds, imaging, data recovery attempts, hardware swaps. Included $40/hr $60/hr $80/hr $100/hr
Onsite service Scheduled visit to your office, billed from arrival. Travel inside San Diego County is not billed. Included $60/hr $120/hr $160/hr $180/hr
Rush onsite service Same-day dispatch during business hours, ahead of the scheduled queue. Included $80/hr $160/hr $200/hr $240/hr
Emergency — after hours, weekends, holidays P1 and P2 work outside the maintenance window. This is the one rate no plan takes to zero — somebody is getting out of bed. $125/hr $160/hr $200/hr $240/hr $260/hr

Maintenance window: Mon–Fri, 9:00 AM – 5:00 PM PST

Emergency work outside the window is never free at any level: it starts at $125 per hour.

Not a client yet, but wish support looked like this?

A free onsite consultation: we assess your network and security, flag the risks we find, and show you exactly what it costs to fix them.

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