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 

NonHypervisor 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

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Foundation BTS

Contact Us

17665 Leslie Street, Suite 38
Newmarket ON
L3Y 3E3
Toll-Free: 1-855-884-3287
Local: 416-368-3287

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