Priority is a queue position, not a promise that someone is awake.
How standard, priority and emergency work are handled. No invented response time. Emergency cover is best effort unless a written plan says otherwise.
The level is chosen before the work, not after the invoice
Normal technical work in business hours. A configuration, a certificate, a mailbox, a look at a slow site. Minimum 1 hour, then 30-minute steps. No same-hour expectation.
A production site or mail system that is impaired, during business hours. Taken ahead of standard work. Still subject to an administrator being free.
Server down, database down, mail down, disk full, or a compromise in progress. Best effort. Not a guaranteed 24/7 desk.
Evenings, weekends and public holidays, only if someone is available. Ask first. A monthly plan does not include this by default.
A plan buys familiarity and included hours, not a night rota
Essential, Managed and Managed Plus include 1, 2 or 4 hours. Those hours reset each month. Managed and Managed Plus add phone support and a higher place in the business-hours queue. They do not add a standby shift. If you need a named out-of-hours arrangement, that is agreed in writing, separately from the plan price.
Time starts when the work starts, not when the email arrives
Diagnosis, the change, a short confirmation that the service is back, and the note of what was done. On a quoted job, the quote replaces the clock.
Waiting on a provider ticket, on a PTR they must set, or on a password you have not sent. We pause rather than bill the wait.
New work comes in by form or email
A new or one-time request should use the form, so the provider, the error and the scope are in one place. Phone is for customers who already have a monthly plan. Sending passwords in the first message does not make the job faster. We will ask for access after the scope is clear.
Not sure which level the incident is?
Describe what is down. We reply with standard, priority or emergency before any work starts.