Critical/Emergency tickets page, e-mail, text, and call all technicians associated with your account, both during business hours and after-hours / weekends. Reserved for the most urgent of circumstances, this priority carries a non-negotiable $125/hr rate per technician (1 hr minimum), applied as soon as a technician receives/accepts the ticket, and does apply to fixed-cost/subscription/managed services (i.e. hosting, applications, streaming, managed networks, etc).

This issue is critical, and I agree and authorize non-negotiable $125/hr/technician rate for this ticket

We expect that a member of your staff will be available during business hours as needed by our technicians for information, physical access to buildings/equipment, and remote support. High priority tickets will be automatically downgraded to Normal priority if we are unable to reach the ticket contact, or if the requested work must be scheduled for later due to user impact (for example, the restart of a system, code changes outside of maintenance windows, etc).

(Example: Multiple user impact, affecting customers and/or ability to do business)

Handled in the order in which they are received, we will coordinate our technician schedule with yours as needed to determine the best time to solve the issue, and plan after-hours changes.

(Example: Single user impact, considered time-sensitive in nature)

Low priority tickets will be worked into technicians’ schedules between higher priority tickets. Billable work on Low priority tickets will be billed to you at a 20% discount.