Service levels
What to expect when you call, text, or email.
Business hours, how quickly we reply, and when work starts, written the same way they appear in the care plan schedule you sign.
Our commitments
Business hours are Monday through Friday, 8 am to 6 pm Eastern time, for calls, texts, email, and remote help. Calls, texts, and email are answered the same business day. Standard requests start the next business day. A locked-out user, a down internet connection, or a suspected security incident gets same day attention when it arrives before 3 pm on a business day. These cover requests made by phone, text, or email.
The table below is the same one printed on the pricing page and in the care plan schedule.
- Business hours
- Monday through Friday, 8 am to 6 pm
- Calls, texts, email, and remote help, answered the same business day
- Scheduled on-site work
- Weekday evenings until 8 pm and Saturdays, booked ahead, at our normal prices
- Closed Sunday
- When work begins
- Next business day for standard requests
- Same day for a locked-out user, a down internet connection, or a suspected security incident when received before 3 pm on a business day
- Round the clock threat monitoring
- Only on Care plus security, which is not yet open for sign-ups. A third-party security operations service watches covered computers and can isolate one day or night. It is not our help desk, and we follow up during business hours
- Outside business hours
- Unplanned work is $200 an hour with a 2 hour minimum, when we are able to take it
How work is scheduled
Standard requests start the next business day. On-site visits are booked in advance at a time that does not shut your business down, including weekday evenings until 8 pm and Saturdays. Closed Sunday.
Every project has a written fixed price before it starts, and every change to it is written down first. The steps are on each service page under How it works.
Questions about reply times
What does same day attention mean?
Work on the request begins the same business day it arrives, when it arrives before 3 pm. It applies to a locked-out user, a down internet connection, or a suspected security incident. It is a start time, not a promise of when the problem is solved. How long a fix takes depends on the problem, and resolution time is not guaranteed.
Do these hours apply if we are not on a care plan?
Yes. The same business hours and reply times apply to every customer. Help between projects for a business without monthly care is $150 an hour, quoted first.
Do you have a 24 hour help desk?
No. We are a small local company and our help desk works the business hours above. On Care plus security, which is not yet open for sign-ups, a third-party security operations service watches covered computers around the clock and can isolate one at night, and we follow up during business hours. If your business needs every call answered live at any hour, say so now and we will point you to a larger firm we trust.
What about camera and door care?
Health alerts, badge changes, and clip requests are handled during the same business hours, and the same reply time applies.
What happens outside business hours?
Unplanned work is $200 an hour with a 2 hour minimum, and only when we are able to take it. Scheduled on-site work can be booked ahead for weekday evenings until 8 pm and for Saturdays at our normal prices.
Ask a quick question, get a straight answer
Three fields. You hear back the same business day by text or email, whichever you give us.
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