Starter
Hourly
Infrastructure & End-User Support
Remote After-Hours Support
Because critical issues don't wait for business hours, we provide remote after-hours support by phone for emergencies that occur outside normal operating times. This service ensures essential systems remain operational and that urgent incidents receive immediate attention. Our experienced technicians are trained to resolve emergencies efficiently while minimizing business disruption.
How It Works
How It Works
When a critical issue arises outside regular service hours, clients call our main support line. The automated system asks whether the issue can wait until normal business hours. If the client selects Yes to indicate it cannot wait, the call is immediately routed to our after-hours support team. A technician answers, triages the issue, and begins remote troubleshooting. If escalation or vendor involvement is required, the call is seamlessly routed within our after-hours team for continued resolution. Any follow-up work needed is documented and handed off to the daytime team for review and completion.
What's Included
What's Included
- 24/7 Availability for Critical IssuesPhone support is available nights, weekends, and holidays for issues that cannot wait until the next business day.
- Remote-Only ResolutionAfter-hours assistance is handled entirely by phone and remote access. If onsite service is needed, it's scheduled for the next available business day unless otherwise arranged.
- Defined Escalation PathsCritical incidents follow established escalation procedures to ensure the fastest possible response and resolution.
- Clear CommunicationClients receive updates during the call and a written summary of actions and next steps the following business day.
- Priority HandlingAfter-hours incidents are logged, prioritized, and reviewed to prevent recurrence and ensure operational readiness.
Plan coverage
Which plans include this
Compare Starter, Security+, and Complete in the full matrix on the Service Catalog.
Security+
Hourly
Complete
Hourly
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