Service Levels
Drafted for owner approval.
Managed Security
These are the times we work to when we protect your accounts and devices.
- Critical alerts triaged: within 15 minutes. Hours: 24/7.
- Confirmed compromise contained: within 1 hour.
- You are told of a confirmed compromise: within 1 hour of confirmation.
- Monthly posture report: by the fifth business day of each month.
Remote IT Support
Every request has a priority from P1 to P4. Business hours are 7:00 am to 7:00 pm Central, Monday to Friday, excluding US federal holidays.
Service credits: 5% of that month's support fee per missed P1 response, capped at 25%.
| Priority | Meaning | First response | Target resolution | Hours |
|---|---|---|---|---|
| P1 | Business stopped (outage, security incident, owner cannot work) | 15 minutes | 4 hours | 24/7 |
| P2 | A team or key person blocked, workaround exists | 1 hour | 8 business hours | Business hours |
| P3 | One person affected, work continues | 4 business hours | 2 business days | Business hours |
| P4 | Request, question, improvement | 1 business day | 5 business days | Business hours |