The exact targets we commit to in every managed IT engagement. Public on purpose — so you can hold us to them, and so you know what to expect before you sign.
Mon–Fri, 8a–6p Pacific Time. Federal holidays observed. Justin answers the phone directly during these hours.
Outside business hours: voicemail at (360) 644-4820 for any P1 incident (see below). Routine requests wait until the next business day.
| Priority | Definition | Examples |
|---|---|---|
| P1 — Critical | Production-stopping. The business cannot operate. | Whole network down · email tenant locked out · ransomware in progress · file server offline during work hours |
| P2 — High | Significant impairment. Workarounds exist but the impact is felt across the team. | One critical app failing for multiple users · printer/scanner queues for a department · phishing wave landing in inboxes · backup job failing |
| P3 — Standard | Single user or routine. Annoying but not blocking. | One user can't print · password reset · new laptop setup · SaaS license request · "I have a question about Outlook" |
| Priority | First response | Active work begins | Target resolution |
|---|---|---|---|
| P1 — Critical | Same business day. After-hours: voicemail-triage callback by next business morning unless we've agreed to 24/7 (separate engagement). | Within 1 business hour of first response | 4 business hours where humanly possible; honest hourly updates if longer |
| P2 — High | Same business day | Within 4 business hours | 1 business day |
| P3 — Standard | Within 1 business day | Scheduled at next available slot | 3 business days |
A real human acknowledges the ticket — phone, SMS, or email — confirming we have it, who's working it, and an honest ETA. Not an automated "your ticket has been received."
Until we wire a 24/7 answering service, the homepage uses "same-day response" rather than "15-minute SLA" because Justin is one person. If he's on-site at another client when your P1 hits, the response window stretches to "as soon as he's free." This page is the honest version of that promise.
If a 15-minute SLA matters more to you than the rest of our wedge (posted price, paid pilot, no clawback), say so on the consult — we'll either decline the engagement or quote a 24/7 tier that includes a separate answering-service line.
It will happen occasionally. When it does, we tell you. We document the miss in the monthly report, explain what caused it, and credit the next month's invoice for any P1 miss greater than 4 business hours past target. No clawback, no fine print — just the credit.
Book a consult to discuss your environment
Related: 30-day pilot terms · Full pricing