Response Time Targets
| Severity | Definition | Response |
|---|---|---|
| Critical | Whole office down or major security incident | Within 1 hour |
| High | Multiple users impacted | Within 2 business hours |
| Medium | Single user, work-around exists | Within 4 business hours |
| Low | Question, request, or scheduled change | Within 1 business day |
Business Hours
Monday–Friday, 9:00 AM – 4:30 PM Central Time, excluding U.S. federal holidays. Calls during business hours are answered live by a real Arkansas technician. Critical-severity issues outside business hours are covered under after-hours emergency support for clients with that coverage in their agreement.
Resolution Commitment
We commit to working an active issue continuously until it is resolved or a reasonable workaround is in place. Some complex issues may require vendor coordination, and we'll keep you informed every step.
Communication
For active tickets you'll receive: an acknowledgement when the ticket opens, status updates at the agreed cadence, and a resolution confirmation when complete.