Enterprise Technical Support

Our response and resolution times are based on incident priority levels and defined in our Service Level Agreements (SLAs). For critical (P1) incidents that cause significant business disruption, our initial response time is within 15 minutes for Enterprise clients, 30 minutes for Professional clients, and 1 hour for Essential clients, with target resolution times ranging from 2-8 hours depending on your service tier. High-priority (P2) incidents receive responses within 30 minutes to 2 hours with resolution targets of 4-12 hours. Medium-priority (P3) incidents are addressed within 2-8 hours with resolution targets of 1-3 business days. Low-priority (P4) incidents receive responses within 4-24 hours with resolution within 3-7 business days. These times represent our commitments, though we frequently exceed these targets with faster responses and resolutions. Custom SLAs can be established for clients with specific requirements.

Security is integrated into every aspect of our technical support services. We implement comprehensive security measures including secure access protocols with multi-factor authentication for all support systems, end-to-end encrypted communication channels, and strictly controlled remote access procedures. Our support staff undergo regular security training and background checks, and operate under well-defined access control policies that enforce least-privilege principles. We maintain detailed audit logs of all support activities for transparency and accountability. For regulated industries, we adhere to relevant compliance requirements including HIPAA for healthcare, PCI-DSS for payment processing, and various financial regulations. We also work with clients to align with their specific security policies and can sign custom security agreements to address particular concerns. Our security practices are regularly reviewed and updated to address emerging threats and industry best practices.

We provide both reactive and proactive support services, with a strong emphasis on proactive measures to prevent issues before they impact your business. Our proactive support includes 24/7 system monitoring with automated alerts, regular maintenance activities including patch management and system updates, health checks and performance optimization, capacity planning and trend analysis, security vulnerability assessments, and detailed reporting with recommendations for improvements. We use advanced monitoring tools to track system performance metrics, detect anomalies, and identify potential issues early. For our Professional and Enterprise clients, we conduct regular technology reviews to identify improvement opportunities and align technology performance with business objectives. This balanced approach of reactive responsiveness and proactive prevention helps maximize system uptime, reduce the frequency and impact of incidents, and ensure your technology environment operates at peak performance.

Yes, we provide support for custom applications and specialized systems, tailoring our approach to your unique technology environment. We begin with a detailed knowledge transfer process to understand your custom applications, their architecture, dependencies, and business context. Our team documents these systems in our knowledge base and develops support procedures specific to your environment. For specialized systems, we ensure appropriate expertise within our support team or establish relationships with vendor support channels as needed. Our tiered support model means that complex issues with custom applications are escalated to specialists with appropriate experience. For Enterprise clients, we can assign dedicated support personnel who develop deep familiarity with your custom systems. We also work collaboratively with your development teams to ensure effective support for in-house applications, and can establish custom monitoring for specialized applications to enable proactive support.

Our after-hours support is designed to ensure your critical systems receive attention whenever issues arise. The level of after-hours support depends on your service package: Our Essential plan includes limited after-hours support for critical issues with on-call escalation. The Professional plan features extended support hours (7am-10pm) with on-call support outside those hours. Our Enterprise plan provides true 24/7/365 support with fully staffed teams around the clock. All after-hours support includes remote troubleshooting capabilities, and for Enterprise clients, we can arrange emergency on-site support when necessary. We use follow-the-sun support models with geographically distributed teams to provide consistent service quality at all hours. After-hours support is managed through dedicated phone lines, emergency email addresses, and automated alert systems, with clear escalation procedures to ensure critical issues receive appropriate attention regardless of when they occur. All after-hours support activities are documented in our ticketing system with detailed handover procedures between support shifts.