Starter
Included
IT Strategy & Innovation
Phone, Email, and Text Support
We make it simple for your team to reach our service desk through the communication method that works best for them. Whether by phone, email, or text, users can request support, receive updates, and stay informed throughout the resolution process. All communications are tracked within our service platform to ensure consistency, visibility, and accountability from start to finish.
How It Works
How It Works
Contact Options Dedicated Phone Support
Email Support
Text Message Support
Schedule a Time to Work With Us: Link sent automatically when you submit a ticket by email
Service Hours - Tier 1 Support: Business hours (6 AM-5 PM PST, Monday-Friday)
- Tier 2 Support: Business hours (6 AM-5 PM PST, Monday-Friday)
- Emergency Support: 24/7 coverage for critical issues
Response targets
Service Level Objectives (SLOs)
| Priority | Description | Target Response |
|---|---|---|
| 1 - Critical | Service not available (all users and functions unavailable). | Within 1 business hour |
| 2 - High | Significant degradation of service (large number of users or critical functions affected). | Within 2 business hours |
| 3 - Medium | Limited degradation of service (limited number of users or functions affected; business can continue). | Within 4 business hours |
| 4 - Low | Minor service degradation (single user affected; business can continue). | Within 1 business day |
We measure our performance against these targets to maintain consistency, transparency, and reliability in every interaction.
What's Included
What's Included
- Dedicated Phone Support
- Email Support
- Text Message Support
- Schedule a Time to Work With UsLink sent automatically when you submit a ticket by email.
Plan coverage
Which plans include this
Compare Starter, Security+, and Complete in the full matrix on the Service Catalog.
Security+
Included
Complete
Included
See how this fits your plan.
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