Managed IT & End-User Support
Support With Numbers Attached
Most providers say “fast response.” We publish the matrix: what severity means, how fast we respond, and what we do proactively every day, week, month, and quarter.
What a typical agreement covers
- End-user support: unlimited remote helpdesk for operating system issues, malware removal, and local software problems, 8:00 AM–5:00 PM local time.
- Core infrastructure: 24/7/365 emergency triage for servers, NAS, firewall, virtualization hosts, and core VMs.
- VMware & Windows Server: monthly hypervisor patching, licensing compliance checks, and resource monitoring across your VMs.
- Palo Alto firewall: threat-prevention updates, SSL decryption rules, URL filtering profiles, and firmware updates outside business hours.
- Synology NAS & backups: daily log review, weekly sync checks, quarterly sandbox restore tests.
Full response and resolution targets live on the Support & SLA page. Hardware support is quoted after a consultation to evaluate environment size and needs.
Frequently Asked Questions
What counts as a critical issue?
Host down, firewall offline, or a total outage — anything that stops the business. Critical issues get a first response in under 15 minutes, around the clock, every day of the year.
How do we know our backups actually work?
We review backup logs daily, check weekly sync jobs, and run quarterly sandbox restoration tests — and report the results. Verification, not assumption.
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