For operations & plant managers
When it stops, everything stops.
You need it back up, and you need to know when.
You're the one people find when the system is down. What you need isn't a ticket number — it's a person who answers, a number for how long, and someone who already knows your setup.
Straight answers
What you're probably thinking
If we've got these wrong, say so on the call — we'd rather be corrected than agreed with.
“Nobody can tell me when it'll be back.”
We publish targets rather than leaving it vague: 30 minutes to first response on a total outage, 1 hour on major degradation. If a fix will run long, we tell you that instead of going quiet.
“I open a ticket and it disappears.”
First response means a human has it and has replied — not an autoresponder. And you get a plain-English note afterwards saying what happened and what changed.
“It always breaks at the worst possible time.”
The phone is answered around the clock. An overnight emergency gets a technician engaged that night at after-hours rates, and round-the-clock coverage is available as an add-on if mornings are too late.
“They don't know how our floor actually runs.”
We document your environment up front and keep it current, so whoever picks up already knows what you run. That documentation is yours, not locked in our system.
What that looks like
How we handle it
Caught before you notice
A number, not a shrug
Backups that restore
What we commit to
How fast, in writing
Business hours
How fast, by how bad it is
- P1
You're down and nobody can work.
Critical outage — total business stop
- First response
- 30 minutes
- Resolution goal
- 2 hours
- P2
Something important is broken or crawling.
High impact — major degradation
- First response
- 1 hour
- Resolution goal
- 4 hours
- P3
One person needs something sorted.
Standard — individual request
- First response
- 2 hours
- Resolution goal
- 8 hours
Targets apply during business hours, Monday–Friday, 8:00am–5:00pm CT. Initial response is when a human has your ticket and has replied — not an autoresponder. Resolution goal is our target, not a guarantee; complex work sometimes runs longer, and we tell you when it will.
Nights & weekends
The phone is answered around the clock.
Call at 2am and a person picks up — not voicemail, not an offshore queue. We triage it on the spot.
- A genuine emergency gets a technician engaged that night. After-hours and emergency rates apply.
- Anything that can wait goes into the queue for the next business day, and you'll be told which it is.
- Round-the-clock coverage is available as an add-on for businesses that can't wait until morning — several of our clients run it.
What breaks most often?
Tell us the recurring problem — the thing that keeps eating your week. We'll tell you what's actually causing it.
No obligation. No sales pressure. Just an honest conversation.