What Standard Coverage Includes
A typical managed-support agreement (example environment: 18 computers, one VMware host with 4 core VMs, Palo Alto firewall, Synology NAS) covers unlimited remote helpdesk support for operating system troubleshooting, malware removal, and local software issues.
- Standard support hours: Monday–Friday, 8:00 AM – 6:00 PM CT (standard issues 8:00 AM – 5:00 PM local time).
- Emergency coverage: 24/7/365 triage for server issues, NAS, Palo Alto firewall, VMware host, and core VMs.
- Ticket updates: arrive by email from the technical team at every status change.
- Hardware support: quoted after a consultation to evaluate environment size and needs.
First-Response & Resolution Targets by Severity
| Severity | Examples | First Response | Resolution Target | Coverage |
|---|---|---|---|---|
| Critical | Host down, Palo Alto offline, total outage | < 15 minutes | < 4 business hours (target) | 24/7/365 |
| High | Single VM down, NAS inaccessible, partial outage | < 1 hour | < 8 hours (target) | 24/7/365 triage |
| Medium | Individual computer issue, local printing down | < 4 hours | < 24 hours (target) | Business hours |
| Low | New user onboarding, general questions | < 24 hours | Scheduled | Business hours |
Proactive Care — What Happens When Nothing Is Broken
| Area | Cadence | Commitment |
|---|---|---|
| VMware & Windows Server | Monthly | Hypervisor patching, Windows Server licensing compliance checks, and resource monitoring (CPU, RAM, disk provisioning) across all covered VMs. |
| Palo Alto Firewall | Continuous / scheduled | Active Security Lifecycle Management: threat-prevention updates, SSL decryption rules, URL filtering profiles, and firmware updates performed outside business hours. |
| Synology NAS & Backups | Daily / weekly / quarterly | Backup Verification: daily review of local Synology backup logs, weekly backup machine sync checks, and quarterly sandbox restoration tests to guarantee data integrity. |
Backup verification — not just backup existence — is an explicit SLA term: we review logs daily, check weekly syncs, and prove restorability with quarterly sandbox tests.
Want this SLA on your environment?
Book a scoping call — we will map your systems to severity tiers and quote a support agreement in days, not weeks.
Request a Support Quote