Our Service Guarantees
If support is required, we guarantee you are given the attention you need. We prioritize requests based on importance and urgency to ensure that your needs are met.
Importance / Urgency Prioritization System
|
High Urgency |
High Impact / Priority 1 – Critical
Medium Impact / Priority 2- High
Low Impact / Priority 3 – Medium
|
Medium Urgency |
High Impact / Priority 2 – High
Medium Impact / Priority 3 – Medium
High Impact / Priority 2 – High
|
Low Urgency |
High Impact / Priority 3 – Medium
Medium Impact / Priority 2 – Low
High Impact / Priority 4 – Low
Priority Based Response Times Table
Priority 1 – Critical
Example
Server down, cloud service down, payroll issue. Potential deal loss. Security Breach.
Priority 2 – High
Example
High risk of critical system failure (server, cloud service, critical equipment, or applications). End-user productivity halted – no workaround available.
Priority 3 – Medium
Example
End user productivity impacted – workarounds are available.
Priority 4 – Low
Example
Problems identified that may be problematic.
Requests for information.
Remote Support Hours
Regular Business Hours
- 6:00 AM-6:00 PM Monday to Friday excluding Holidays
Extended Business Hours
- 6:00 PM – Midnight Monday to Friday
- 6:00 AM – Midnight Saturday, Sunday, and Holidays
For Platinum Plus Clients – Critical and High Priority service is free during extended hours.
While our automated system monitoring is active 24/7/365, our helpdesk and incident response team are currently not open between Midnight and 6:00 AM
Maintenance Schedule
Workstations
Start Date & Time
12:00 PM every Tuesday and Thursday
Reboot prompt/time if required
1:00 PM every Friday (prompts if required)
Expected Duration
Installation happens in the background and shouldn’t take more than 10-15min based on the update size
Hypervisor Servers
Start Date & Time
12:00 AM every Monday, Wednesday and Friday
Reboot prompt/time if required
2:00 AM every Monday, Wednesday, and Friday
Expected Duration
Installation happens in the background and shouldn’t take more than 10-15min based on the update size
Non–Hypervisor Servers
Start Date & Time
12:00 AM every Tuesday, Thursday and Saturday
Reboot prompt/time if required
2:00 AM every Tuesday, Thursday and Saturday
Expected Duration
Installation happens in the background and shouldn’t take more than 10-15min based on the update size
Network Devices
Start Date & Time
12:00AM First Wednesday of every month
Reboot prompt/time if required
1:00AM first Wednesday of every month
Expected Duration
Firmware updates don’t generally take a long time but if a firmware update fails an onsite visit may be required to correct any problems
Our Main Office
17665 Leslie Street, Suite 38
Newmarket ON
L3Y 3E3
Hours
M-F: 6 am to 6 pm
S-S: Closed
Call Us
Toll-Free: 1-855-884-3287
Local: 416-368-3287