Every plan includes a formal Service Level Agreement with defined response times, escalation paths, and coverage windows — all enforced contractually and tracked in your client portal.
All response times are from ticket submission, 24/7/365 tracked. Emergency incidents escalate automatically regardless of tier.
* Emergency incidents (ransomware, total outage, active data breach) receive immediate priority response. All tiers enjoy 24/7 support availability with no after-hours surcharges.
Our SLA isn't just a number — these are the operational guarantees behind every commitment.
We measure response time from the moment your ticket is submitted — not from when a technician reads it. Automated systems ensure immediate acknowledgment.
Active security incidents (ransomware, breach, unauthorized access) receive immediate escalation regardless of plan tier. Your data security is never deprioritized.
Business and Enterprise clients have all covered systems monitored 24/7. If we detect an issue before you do, we begin work immediately — before you even notice.
Any issue unresolved within the SLA window automatically escalates to senior technicians. No issue falls through the cracks — all tickets are tracked to closure.
All plans include a 30-day satisfaction guarantee. No long-term contracts required.
Custom SLA, dedicated technician, and Canadian-compliant IT management — designed around your business.