Client Support
Information
As a managed service client, please review our processes, procedures, and service level expectations.
Submitting a Support Request
Review our accepted methods and best practices for getting help quickly.
We provide multiple methods to submit support requests. Visit our Support Case Submission Methods page for full instructions on each option.
When submitting a request, please:
- Save all work and close applications to ensure your data is secure.
- Restart your computer before opening a case. A restart is always our first troubleshooting step — if your system hasn't been restarted in 12–18 hours, we will ask you to restart before proceeding.
- Provide as much detail as possible. Include a screenshot of the error (how to take a screenshot) or the exact wording of any error message.
Critical Support Requests
For business-critical issues requiring immediate attention.
Submit a request through one of our accepted methods and call or text (603) 505-4290. If no technician is available, leave a voicemail with full details.
Critical requests are defined as:
Security Issues
Malware/ransomware outbreaks or a confirmed active system compromise.
Network Hardware Failures
Fire, flood, theft, damage, or complete failure of servers, switches, routers, etc.
Employee Concerns
50%+ of workforce unable to function due to a technology failure, or a high-risk employee termination.
Connectivity Issues
Entire location offline or unable to connect to the internet.
Monthly Maintenance Window
Scheduled patching, updates, and system maintenance.
All computers, servers, and networking equipment are updated and patched on the 25th of every month, regardless of the day of the week or recognized holidays.
What to expect:
- Updates begin at 6:00 PM EST. Services and equipment may experience degraded performance or brief connectivity loss.
- All managed laptops/desktops will restart within 15 minutes after updates are applied.
- The maintenance window closes at 10:00 PM EST.
Emergency maintenance: If critical or unplanned maintenance is needed, the business point of contact will be notified before any updates are applied.
Postponing maintenance: Submit a Support Request to request postponement. A new window will be suggested once the request is received.
Missed updates: If updates could not be applied (computer off, no internet, etc.), a daily notification will appear on your computer until the system is restarted. Note: shutting down or closing the lid is not the same as restarting.
Employee Onboarding & Offboarding
Submit requests for all new hires and terminations that involve network resources.
To ensure a smooth experience, submit a support request via our Support Request System for every newly hired or terminated employee who has (or will have) access to network resources or computers. Select "Employee New Hire" or "Employee Termination" from the Request Type dropdown.
New Employee Accounts
Submit at least 48 hours before the start date. Late requests may cause delays in account and system configuration.
New Employee Equipment
Submit an equipment request at least 5 business days before the start date to allow time for procurement and shipment.
Terminated Employees
Submit immediately upon separation. Until a request is received, the former employee may retain access to business network resources. Termination requests are handled with the highest priority.
Service Level Expectations
Our standard response and resolution commitments by severity level.
In most cases, our technicians respond to properly submitted requests within 60 minutes. In rare circumstances (inclement weather, holidays, etc.), initial responses may be delayed.
| Severity 1 — Critical | Severity 2 — High | Severity 3 — Medium | Severity 4 — Low | |
|---|---|---|---|---|
| Business / Financial Risk | Catastrophic | Major | Moderate | Minimal |
| Work Stoppage | Full — all work ceased | Significant — most work ceased | Some work ceased | Little work ceased |
| Users Impacted | 75 – 100% | 30 – 75% | 15 – 30% | 0 – 15% |
| Workaround Available | Not acceptable | Semi-acceptable, short-term | Acceptable, medium-term | Acceptable, medium-term |
| Response Time | ≤ 1 hour | ≤ 2 hours | 4 hrs – 1 day | 8 hrs – 1 day |
| Resolution Time | ≤ 24 hours | ≤ 36 hours | ≤ 48 hours | ≤ 72 hours |
Support Tiers
How your support request moves through our team.
Service Desk
All incidents start here. The ticket is created, the issue is documented, and basic hardware/software troubleshooting begins for single-user issues. Multi-user issues are escalated immediately.
System Engineers
Unresolved Tier 1 issues are escalated here for deeper investigation by experienced technicians who handle both single-user and network-wide problems.
VCIO
The most complex issues reach our most senior technicians, who can collaborate with third-party vendor support engineers to resolve advanced problems.